Job Purpose: Serves customers by planning and implementing call center strategies and operations; improving systems and processes; managing staff.

Job Duties: • Determines call center operational strategies by conducting needs assessments, performance reviews, capacity planning, and cost/benefit analyses; identifying and evaluating state-of-the-art technologies; defining user requirements; establishing technical specifications, and production, productivity, quality, and customer-service standards; contributing information and analysis to organizational strategic plans and reviews. • Maintains and improves call center operations by monitoring system performance; identifying and resolving problems; preparing and completing action plans; completing system audits and analyses; managing system and process improvement and quality assurance programs; installing upgrades. • Accomplishes call center human resource objectives by recruiting, selecting, orienting, training, assigning, coaching, counseling, and disciplining employees; administering scheduling systems; communicating job expectations; planning, monitoring, appraising, and reviewing job contributions; planning and reviewing compensation actions; enforcing policies and procedures. • Meets call center financial objectives by estimating requirements; preparing an annual budget; scheduling expenditures; analyzing variances; initiating corrective actions. • Prepares call center performance reports by collecting, analyzing, and summarizing data and trends. • Maintains equipment by evaluating and installing equipment; developing preventive maintenance programs; coordinating repairs; evaluating and implementing upgrades. • Maintains professional and technical knowledge by tracking emerging trends in call center operations management; attending educational workshops; reviewing professional publications; establishing personal networks; benchmarking state-of-the-art practices; participating in professional societies. • Accomplishes organization goals by accepting ownership for accomplishing new and different requests; exploring opportunities to add value to job accomplishments. • Other duties and responsibilities as assigned

Skills Required: Customer Focus, Customer Service, Verbal Communication, Informing Others, Process Improvement, Problem Solving, People Skills, Teamwork, People Management, Managing Processes, Emphasizing Excellence

Qualifications: • Must be at least 18 years of age • High school diploma or GED required; 4-year College Degree preferred. • Reliable transportation • Ability to perform duties while remaining in the call center for extended periods of time • Ability to concentrate on details and handle multiple tasks with accuracy while providing outstanding Team Member and Customer Service • Self-disciplined and accountable for performing job functions with minimal supervision • Resourceful and skilled in problem-solving and be able to handle difficult/stressful situations • Previous Reservations or Customer Service management/ supervisory experience in a call-center environment is required. Additional experience managing home-based call center employees is preferred • This position will require extended periods in a seated position, use of a computer with keypoard, a touchscreen tablet device and occasional lifting of up to 50 pounds.

Schedule: Schedules will likely include weekends, holidays, overnights, day and evening shifts, and could vary throughout the year.

Location: The location for this position is in Newport News, Virginia * Please note: Travel to the interview and any related expenses are the responsibility of the candidate.

Relocation: Relocation expenses are the responsibility of the candidate. PEOPLExpress will not pay for or reimburse any moving or relocation expenses.

If you are a person with a disability and require accommodation in applying for a job, please call us at 757-969-6880.

All applicants must be willing to take a pre-employment drug screening test and undergo comprehensive background and/or fingerprint checks to satisfy security requirements, if applicable

PEOPLExpress is a smoke and nicotine free company. To be considered for employment, applicants must be nicotine free for a minimum of 6 months prior to the date their application is submitted. Some states restrict or limit employers from asking questions regarding nicotine use. Where prohibited on legal grounds, PEOPLExpress does not consider nicotine use in determining employment eligibility.

PEOPLExpress is an Equal Opportunity Employer that values the diversity of its workforce.