This is a list of duties and responsibilities as an Operations Manager at BCD Travel.CERTIFIED OPERATIONS MANAGER, 9/2007-10/2019Supervise activities for forty direct and indirect reports across three facilities call center that averages 1,500 inbound calls per day. Ensuring that staff receives adequate and targeted coaching and training to perform line duties and provide mentorship by encouraging personal and career development; Oversee staff recruitment, training and development, and separation. Monitor employee records relating to performance, productivity, attendance and punctuality records, and conduct periodic reviews to ensure staff remains focused and motivated. Partner with department managers to achieve consistent and efficient workflow; Utilize Aspect phone system, Genesys and Voice-IP as well as Impact 360 for forecasting. • Throughout tenure, successfully preserved client account rate of 300, and achieved 98% client retention rate and notably lower client payouts.• Consistently meet contractual service level goal of 70% of all calls answered within 60 seconds or less.• Ensure 90% of each agent’s shift is spent on the phone while sustaining positive staff morale• Achievements recognized by the award of maximum bonus for the past five years of service based on success in meeting all department goals.• Collaborated with four fellow department leads to analyze key performance indicators, resulting in increased department revenue for 2011.• Fluent in the operation of online booking tools including Concur, Get-There, computer reservation systems, Sabre, Apollo, Worldspan, and Amadeus. Trip Source mobile application, Salesforce Chatter• Experience overseeing Business Partners Off-Shore – Manila Call Center

My responsibilities as an Operations Supervisor was to provide support to employees by coaching, monitoring, training and reviewing their perfomance so they could learn, grow, and reach their full potential. Also, work with entire management team to ensure the highest level of ongoing support and anticipate problems with staffing and equipment deficiencies.