Contact Center Manager

Travel Incorporated; Duluth, Northern (GA, KY); Hybrid; USD 90,000 - 120,000; Full time

Job summary

Travel Incorporated in Duluth, GA seeks a Contact Center Manager to lead a 24/7 inbound call center, mentor staff, set goals, and drive customer experience in travel. Priorities include QA, staffing, and escalations.

The role requires a Bachelor’s in business or related field and 5+ years in travel management contact centers, with 3+ years supervisory; familiarity with Five9, CRM and GDS systems is preferred; join a dynamic team committed to excellence.

Qualifications

• Bachelor's degree required or equivalent experience.
• 5+ years in a travel management contact center environment.
• 3+ years in a direct supervisory role coaching staff.
• Experience with Five9 and CRM systems preferred.

Responsibilities

• Manage and oversee a team of travel consultants in a 24/7 inbound call center.
• Coach and mentor staff through challenging customer service issues.
• Develop monthly, quarterly and annual call center goals and action plans.
• Support QA program and coach individuals to meet quality scores.
• Conduct periodic 1:1 coaching sessions and lead team meetings.
• Ensure targets are met and interface with Workforce Management for staffing.

Skills

Team leadership

Coaching

Performance management

Travel industry knowledge

Call center operations

Education

Bachelor’s Degree in business or related field

Tools

Five9

CRM systems

GDS systems

Job description

Travel Incorporated, 4355 River Green Parkway, Duluth, Georgia, United States of America

Job Description

Posted Thursday, August 27, 2026 at 4:00 AM

CONTACT CENTER MANAGER

We are seeking a savvy Contact Center Manager with a background in leading teams in a 24/7 365 contact center / call center setting. Multiple shifts available. If you're a pro at cultivating talent , driving performance , and elevating customer experiences in the travel industry, this is your chance to shine! If you have a background in corporate travel - even better!

RESPONSIBILITIES:

Manage and oversee a team of travel consultants in an inbound 24/7 call center.

Coach and mentor call center staff through challenging customer service issues.

Develop monthly, quarterly and annual call center goals and action plans.

Support the Quality Assurance (QA) program, ensuring that the team meets or exceeds acceptable quality scores, coaching individuals as needed.

Conduct periodic 1:1 coaching sessions and lead regular team meetings.

Ensure performance targets are met or exceeded for team and individuals..

Interface with Workforce Management to ensure proper staffing levels.

Effectively handle client escalations, solve issues, and take steps to use escalations as a coaching opportunity.

Monitor metrics, KPIs and data and proactively identify opportunities to drive efficiency and effectiveness; work to improve the client experience and other business processes.

QUALIFICATIONS/SKILLS:

Bachelor’s Degree in business or related field or equivalent combination of education and experience.

5+ years experience in a travel management contact center environment or closely related industry required with 3+ years experience in direct supervisory role responsible for associate coaching and development.

Expertise in travel management, products, and services preferred.

Proficiency with call center software, such as Five9, and customer relationship management (CRM) systems.

Strong working knowledge and skills of one or more GDS systems and other travel and contact center systems and tools preferred.

Join us in creating a dynamic, results-driven environment where excellence thrives and client expectations are not just met, but exceeded.

WHAT WE OFFER:

At Travel Incorporated, you'll be part of an established and well-respected company that provides the absolute best service to our customers. In addition, we are forward-thinking and have stayed ahead of the curve in our industry through innovation, technology and constant process improvement. Our dedicated associates give their best every day, and have fun while doing it! Learn more about our business and culture by visiting www.travelinc.com .

Travel Incorporated is an equal opportunity employer, and all qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability or veteran status. Individuals with disabilities who require accommodation or assistance to complete any portion of the inquiry, application or selection process may contact Human Resources at [e-mail].

Travel Incorporated is an equal opportunity employer, and all qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation gender identity, national origin, disability or veteran status. Individuals with disabilities who require accommodation or assistance to complete any portion of the inquiry, application or selection process may contact Human Resources at [e-mail] .

Connecting innovative technology with superior service to advance business travel

Travel Incorporated, 4355 River Green Parkway, Duluth, Georgia, United States of America