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Supports and adheres to DT’s philosophy, policies, procedures, corporate goals, and department goals

Manages activities of business operation to ensure profitability and quality

Sets clear, measurable performance targets

Encourages necessary training and staff development

Provides industry and DT tools to best serve the customer

Monitors performance against SLAs and takes steps to make adjustments as necessary to maintain contract requirements and DT profitability

Monitors trends and patterns in agent and team performance to identify problem areas and takes immediate corrective action for continuous improvement

Works across teams and account management to identify a clear understanding of client needs

Balances the needs of clients and the company in effectively resolving issues and complaints

Provides information, tools, and coaching to the front line and or supervisory staff to create an engaged workforce

Develops and maintains communication with teams to ensure knowledge of progress, gaps in performance, and link of individual contributions to overall business objectives
Initiates projects and makes recommendations to improve the profitability of the operation
Collaborates with other managers in region to share best practices, identify opportunities for improvement, and work together to better serve the customer and engage the workforce
Actively participates in monthly and quarterly meetings and reviews with accounts
Maintains knowledge of current industry events, changes, and new development in the travel industry
This is not necessarily an exhaustive list of responsibilities, skills, duties, requirements, or efforts associated with the position

Minimum 5 years’ experience in managing people
Must be able to lawfully work within Canada and have unrestricted work authorization for Canada.

Ability to travel up to 10%

Account leadership/collaboration

Knowledge and experience with ticketing and pricing rules

Ability to work in an ambiguous, rapidly changing environment

Independent action and decision making typically supported by established practices that will impact business performance and employee engagement

Excellent self-leadership

Excellent verbal and written communication skills

Guidance and development of the front line staff

Strong customer service

Passion for the customer experience

Goal oriented

Knowledge of Outlook and Microsoft platforms