Director of Operations – Travel and Hospitality

Welcome to the World of Digital Business Transformation

This is your invitation to play a part in our global mission to create digital, AI-powered business services for the world’s most innovative brands, backed by our cutting-edge technological platforms and, most importantly, our empathetic human touch.

We believe that your talent is the missing piece of our company’s puzzle, where you will be encouraged to use it to bring creative projects to life, partnering with individuals that reflect the rich diversity of our planet under a global roof that provides equitable access to opportunities for everyone. Because together, we are inspired to be the best.

The Opportunity | Director of Operations - Travel & Hospitality

In this role, you will organize and oversee the daily operations of our company. You will be the one to ensure that our business is well-coordinated and productive by managing its procedures and coaching its people.

The area of responsibility for this role is vast and thus requires thorough knowledge of various company processes. The ideal candidate must be competent and able to plan many operational activities. You will always look to implement the most efficient business ways.

Your efforts will focus on finding and implementing the most efficient ways to run different Accounts, overseeing the accomplishment of production and financial objectives, and playing an essential role in managing the relationship with the corporate client.

As a Director of Operations, You Will…

• Primarily handle operations and may also be required to manage multisite operations.
• Selects managers, and develops a high-performing team of managers, supervisors, and agent-level staff.
• Consistently demonstrates a commitment to company values.
• Makes business decisions based on client contract terms, ensures adherence to client contracts, and participates in the setting and
• meeting of project goals
• Sets and measures department goals and metrics to develop a process that exceeds customer expectations.
• Prioritizes resources across various projects to gain optimal impact for our customers, our company, and our employees.
• Demonstrates commitment to employee development.
• Creates a positive work environment that encourages employee participation and values the contribution of all employees.
• Develops tactics to address employee issues to improve morale while improving performance.
• Creates an environment that enables mission-critical information to pass between functions quickly and completely.
• Acts as a liaison with other departmental functions and coordinates with other departments to ensure goals are aligned, constant communication is available, and the overall call center operation is providing quality customer experience efficiently and effectively.
• Actively participates in the effective coaching and counseling of staff members.
• Utilizes new technologies, processes, and training to constantly improve productivity and achieve a scalable infrastructure that meets the needs of a growing organization.
• Fosters the sharing of best practices within and between groups.
• Develops or assists with the development and implementation of policies and procedures consistent with organizational standards to ensure operational efficiency, safety, and security.
• Strategic planning and execution to enhance profitability, productivity, and efficiency.
• Develop and direct the management of the Customer Call Centre to ensure customer satisfaction, improved call efficiency, low abandonment, increased revenue through upsells and promotional programs, and improved employee product knowledge and training.
• Implement processes and systems that will generate higher productivity and revenue.
• Oversees the supervision of personnel, which includes work allocation, training, and problem resolution; evaluates performance and
• recommendations for personnel actions, motivates employees to achieve peak productivity and performance.
• Provides advice and assistance to senior management in the planning, implementation, and evaluation of modifications to existing operations, systems, and procedures.
• Continuously investigate and introduce process improvement measures and present suggestions to sr. leadership for consideration.
• Participate in vendor negotiations to ensure product relevance and cost efficiency.
• Develops annual operating budgets and provides fiscal direction for the department.
  
  

What Will You Need to Succeed?

• Experienced in managing a Travel and Hospitality Vertical.
• Bachelor’s and advanced degree, specialized training, with at least 8 years of previous related experience directly related to the duties and responsibilities specified.
• Computer literate with proficiency in MS Word, MS Excel, and MS PowerPoint.
• Six Sigma black belt is strongly preferred.
• Competent in decision-making and problem-solving.
• Excellent oral and written communication skills.
• Knowledge of marketing strategies, operational processes, and efficiency.
• Program planning and implementation skills.
  
  

Bonus Skills & Certifications!

• Highly organized and detail-oriented.
• Not afraid to try new things – driven to improve results and think outside the box constantly.
• Ability to manage time and juggle multiple priorities to execute high-quality deliverables.
  
  

Why Should You Be Excited to Join the Teleperformance Family?

• We encourage you to live well. To establish the right work-life balance.
• We want you to focus on your future with our financial benefits plans.
• We want you to keep learning, with excellent leadership development options for everyone.
• We encourage you to be creative and to provide outside-the-box solutions.
• We care about our citizens of the world with our great give-back programs.
• We work hard to cultivate a supportive and welcoming workplace for everyone.
• We encourage a full range of diverse and talented candidates to apply for our positions.
• We are committed to building an inclusive workplace with our DE&I programs.
• Our Cloud Campuses open their doors for you to lead from any location on the globe.
  
  

Pre-Employment Screenings

In accordance with Teleperformance policy, employment in this position will be contingent on your successful completion and passage of a comprehensive background check, including global sanctions and watch list screening.

Important | Policy on Unsolicited Third-Party Candidate Submissions

TP does not accept candidate submissions from unsolicited third parties, such as recruiters or head-hunters. Such applications will not be considered, and no contractual association shall be established through such submissions.

Is There a Fine Print?

No fine print, though we will grab this space to remind you that Teleperformance is home to a global family with people from various backgrounds and lifestyles. We will always embrace diversity and never discriminate against employees or applicants based on gender identity or expression, sexual orientation, race, religion, age, national origin, citizenship, disability, pregnancy status, veteran status, or other differences.