Travel Services Manager — Contact Center Lead

ONE (Open Network Exchange); Scottsdale (AZ); On-site; USD 90,000 - 140,000; Full time

Benefits offered by this job

Exclusive Team Member Travel Discounts

Affordable Medical Insurance

Dental and Vision Insurance (100% paid

401(k)

Paid Time Off (PTO)

Job summary

ONE (Open Network Exchange) is seeking a Travel Services Manager to lead travel service operations in a fast-paced contact center. You will supervise 25–50 staff, drive customer satisfaction, and partner with senior leadership to improve efficiency and talent development.

The ideal candidate has strong leadership, workforce management, and CX experience, with a track record of building high-performing teams and managing KPIs in travel services or contact centers.

Qualifications

• Bachelor’s degree in business, hospitality, travel management or related field preferred.
• 5+ years of leadership experience managing large teams in a contact center, customer service or travel services.
• Experience managing teams of 25–50 employees including supervisors and frontline staff.
• Strong background in contact center operations, workforce management, customer experience and performance management.
• Proven ability to lead, motivate, coach and develop high-performing teams.
• Experience managing operational KPIs, quality metrics, productivity standards and customer satisfaction initiatives.
• Excellent conflict resolution and customer escalation management skills.
• Strong verbal and written communication skills across departments.
• Highly organized with strong attention to detail and ability to manage multiple priorities.
• Proficient in contact center technologies, reporting tools and workforce management systems.

Responsibilities

• Lead, coach, and develop travel services supervisors and teams of 25–50 to deliver exceptional service and performance.
• Drive team performance through leadership, quality management, accountability and coaching.
• Monitor daily, weekly and monthly metrics including customer satisfaction, QA scores, productivity and service levels.
• Identify performance gaps and implement action plans to improve delivery and engagement.
• Foster a customer-first, high-performance culture focused on accountability and continuous improvement.
• Partner with senior leadership to align operations with goals and priorities.
• Resolve escalated customer concerns, staffing issues and service disruptions promptly.
• Support workforce planning, scheduling, staffing optimization and resource allocation.
• Develop and mentor supervisors and emerging leaders for succession planning.
• Collaborate with training, QA and internal departments to improve processes and service delivery.
• Lead special projects and process improvement initiatives; ensure compliance with policies and standards.
• Perform additional duties as assigned.

Skills

Leadership

Customer service

Communication

Workforce management

Education

Bachelor’s degree in business administration, Hospitality, Travel Management, or related field

Tools

Contact center software

Reporting tools

Workforce management systems

Job description

ONE (Open Network Exchange) is seeking a Travel Services Manager to lead travel service operations in a fast-paced contact center. You will supervise 25–50 staff, drive customer satisfaction, and partner with senior leadership to improve efficiency and talent development.

The ideal candidate has strong leadership, workforce management, and CX experience, with a track record of building high-performing teams and managing KPIs in travel services or contact centers.