Role Purpose

Manage and oversee the effective and efficient Operational Management to guarantee the achievement of set Revenue and key driver targets. Analyze and identify trends in current business performance and implement necessary action plans to maximize revenue generation throughout region.

Key Accountabilities

• Analyze current business results and trends and to critically examine daily operational reports. Develop and implement specific action plans to improve operational performance from areas of shortfall identified.
• Ensure the achievement of targets for key drivers supporting overall revenue whilst supporting Quality Assurance standards and procedures.
• Participate in the development and implementation of the Center strategy and policy as a member of the Management Team in order to contribute to the achievement of the Centers short and long -term goals.
• Ensure cost per call versus revenue generation optimization through ongoing analysis of relevant metrics, shrinkage and absence and implementing specific action plans in all areas of shortfall. 
• Develop and implement motivational and creative incentive programs to maximize revenue opportunities within set budgetary scope.
• Ensure optimal Consultant to Team Manager Ratio and where necessary recruit Team Manager following company and cultural policies and supporting succession planning.
• Proactively seek new ways to improve existing processes collaborating with Center counterparts in other regions, Revenue Management, Sales and Marketing, Brand Management, key CMH and Franchisee contacts in order to evaluate and introduce best operational practices.

Key Skills & Experiences

Education –

Bachelors Degree in Business Administration, Organizational Development or an equivalent combination of education and work related experience.

Experience –

6 to 10 years progressive work related experience with demonstrated proficiency in multiple disciplines/processes related to the position as well as 3 to 5 years prior supervisory or team leader experience.

Technical Skills and Knowledge –

• Demonstrated understanding of hotel and contact center business.
• Demonstrated ability to analyze business trends and performance.
• Demonstrated knowledge of Quality Control and Assurance guidelines.
• Demonstrated experience in leading and developing people.
• Demonstrates effective verbal and written communication skills for the purpose of providing information to clients, vendors and/or staff.

ZF Friedrichshafen AG  

Gulfstream Aerospace  

Deutsche Bank  

PRADA Group  

Sperasoft  

Coral  

Udacity, Inc.  

2070 Health  

Wyndham Hotels & Resorts  

500 Global