Senior Director – Contact Center & Operations

  • As Senior Director, Contact Center, and Operations, you will be responsible for overseeing and managing the efficient and effective operations of our company’s contact center division, focusing on the travel industry.
  • You will lead a team of dedicated professionals, implement strategies to enhance customer satisfaction, optimize operational processes, and drive business growth.
  • This role demands a strong understanding of call center operations, travel industry dynamics, and exceptional leadership skills.
  • Develop and implement strategies to optimize contact center performance and enhance customer experience.
  • Develop and manage budgets for the contact center and operations departments.


  • Bachelor’s degree in Business Administration, Travel Management, or a related field. A master’s degree is a plus.
  • Proven experience (typically 8+ years) in contact center management, preferably within the travel industry.
  • Strong leadership and people management skills, with a track record of building and leading high-performing teams.
  • In-depth knowledge of contact center operations, call center technologies, and customer service best practices.
  • Excellent analytical and problem-solving abilities, with the ability to make data-driven decisions.
  • Exceptional communication and interpersonal skills, capable of collaborating with cross-functional teams.
  • Strategic mindset with the ability to devise and execute business plans that align with company goals.
  • Familiarity with travel industry regulations, compliance, and consumer protection policies.
  • Flexibility to adapt to a fast-paced and dynamic work environment.
  • Strong commitment to customer satisfaction and continuous improvement.






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