Being the Chief Operating Officer of CD (Calling Desk), I am responsible for:• Provide strong, dynamic leadership that mentors develop, and guides team members to efficiently leverage the value of every call for maximum net reservation revenue to clients,• Responsible for development and administration of annual department budget to attain business goals with operational stability,• Deliver results against a defined scope of work that includes measurable ROI, strategic innovation, performance reporting, and human capital development,• Develop, implement, and maintain effective internal and external Quality Assurance (QA) programs fostering continuous improvement and exceeding Service Level Agreement (SLA) performance,• Proven experience managing metrics, ensuring customer satisfaction, and reporting statistical performance levels related to Call Center,• Develop and maintain effective organization of responsibility, including efficient recruiting, training, coaching, recognition, workflow patterns, performance standards, delineation of duties and responsibilities, staffing levels and supervision,• Coordinate analytic, strategic, and technical resources to meet client expectations and ensure satisfaction,• Manage and expand client and coworker relationships,• Find and close new revenue opportunities within the existing client base,• Ensure compliance with regulatory agency guidelines and standards.