Reservation Call Center Manager

Summary

Description

Sales and Communications Manager

Job Description

(Full-time- ASSEC)



Willingness to be open to learning and growing Interpersonal skills to work as an integral part of a team Appropriate interpersonal/personal boundaries Maturity of judgment and behavior Accepts full responsibility of their actions and how these may affect others

Understands and follows all policies & procedures Maintains high standards for work areas and appearance, presents self in a highly professional manner to others and understands that honesty & ethics are essential Ensures that excellent customer service is maintained with each customer Maintains a positive attitude toward the position, the company and co-workers Appreciates that promptness and attendance at work is apart of sustaining a professional relationship with the company

Sales: Meet or exceed the expectations of the Director of Sales and Outreach for the implementation and management of sales, promotional activities, marketing campaigns, and concepts needed to successfully obtain projected reservations for Space Camp and Aviation Challenge programs including USSRC programs.

Responsible for leading and motivating a team of inside and outside sales professionals to produce revenue for the U.S. Space & Rocket Center by selling a variety of different programs, but not limited to Space Camp, Aviation Challenge, Robotics camp, Daily/Ultimate Field Trip programs, and special programs.

Works with Director of Sales in creating successful long-range sales plans, determining cost to execute plans, and accurately estimating potential revenue.

Ensure the accurate, timely, and effective implementation of sales activities, group sales activities, telemarketing efforts, direct contact activities, sales tours, and client relations to support the marketing/development department.

Ensure the appropriate planning and execution of group sales staff/programs to include all planning, communications, customer service, and sales of Camp and USSRC programs.

Meet or exceed the expectations of the Director of Sales and Outreach for researching, establishing, and nurturing new client relationships that would result into sales for all programs of the USSRC.

Manages Call Center operations and assist Sales and Outreach Manager as needed.

Meet or exceed the expectations of the Director of Sales and Outreach for the accurate and timely completion of related tasks and assignments. Communications/ Call Center: Respond to, and whenever possible, resolve customer questions and complaints promptly and in a manner that reflects the Mission, Vision, and Spirit of the USSRC in a timely, courteous and efficient manner.

Promote courteous customer service and train agents accordingly; closely monitor and ensure that customer hold time and abandonment rate is kept in an acceptable range and as needed answer 800-line promptly to ensure excellent customer care at all times.

Ensure timely and accurate completion of running weekly call center reports; following up on and identifying marketing leads; booking USSRC employee discount camps and all VIP requests

Process program guide and scholarship requests weekly

Ensure that all reservations received by mail or fax as well as all adjustment forms for cancellations, refunds, transfers, add-ons, decamped bookings for individual trainees, etc., are processed in an expedient manner;

Ensure that all trainees’ confirmations and information is emailed and mailed in a timely manner.

Contact trainees regarding change in camp session, program cancellations in a timely manner and maintain and monitor program wait list for customers.

Manages all sales agents and ensure we are requesting and inputting proper source codes. Create new source codes and monitor source code report.

Ensure that daily mail is distributed in an accurate and timely manner and that the Call Center has adequate supplies necessary to conduct daily operations.

Process all health and transportation forms in a timely and accurate manner. (Forms are in process of being reassigned to other area).

Ensure health and transportation reminder postcards and emails go out in a timely, accurate manner.

Ensure that Call Center staffing schedules provide coverage to handle all calls.

Assist Director of Planning and Logistics with maintaining accurate control file.

Meet or exceed the expectation of the Director of Sales and Outreach for the timely and accurate completion of related tasks and assignments. Sales and Call Center Organization and Staffing Meet or exceed the expectations of the Director of Sales, Vice President of Development, and the Vice President of Human Resources for employee selection, hiring, orientation and affiliation, evaluation, and discipline.

Ensure that all employees receive timely, relevant and appropriate training.

Ensure that all staff is in compliance with all USSRC policies and procedures as well as departmental guidelines.

Ensure the accurate and timely completion of tasks assigned to Groups Sales staff and Call Center Staff.

Ensure the accurate and timely completion and distribution of payroll documentation.

Formally and regularly communicate to staff, all relevant and appropriate operational and corporate information.

Ensure that staffing schedules optimize productivity and comply with contractual obligations.

Ensure that accurate and timely completion of annual employee performance appraisals.

Meet or exceed the expectations of the Director of Sales and VP of Development for the accurate and timely completion of related tasks and assignments. Marketing: Meet or exceed the expectations of the Director of Sales and Outreach, Digital Communications Manager and VP of Development in Development/Marketing team for implementation of sales/marketing campaigns and events.

Assist with creation and monitoring of content for distribution on all marketing material including website.

Employee is responsible for working in a safe manner and keeping his/her workplace safe.

The purpose of this position is to develop contacts to increase and generate additional revenue for the SPACE CAMPÒ, Aviation Challenge, and USSRC. This will be done by coordinating the sales center staff/operations and group sales staff to effectively and efficiently assist customers to receive prompt professional, courteous service. Additionally, the position is to develop new contacts and follow up on existing ones via email, telephone, and all marketing outlet including social media. This position will ensure that all sales and marketing activities are in accordance with established plans and timelines, target appropriate geographical regions, promote the quality and integrity of camp and museum programs and reflect the Mission, Vision and Spirit of USSRC.Education: Associate or BS Degree in Sales, Marketing, Communications, Business, Education, Travel & Tourism, or Marketing or a related field or equivalent experience.Work Experience: 5 years related work experience in inside/outside sales, call center/reservations, communications, or marketing with at least 2 years at the supervisory/managerial level. Experience in some facets of the tourism and travel, convention and/or group sales industry required. Experience marketing to families with children ages 10-16 a plus. Must have experience in budget preparation, setting of sales goals and monitoring of budget and sales goals. Must be able to establish and monitor incentive programs for sales and/or reservation staff and ensure fair and equitable application. Must be able to plan, direct, and train others to achieve goals and oversee specific projects.Computer Experience: Must be able to use a 101 key keyboard and possess knowledge of Windows based operating systems; including some basic associated software applications (i.e. word processing and spreadsheet).This position has the following special requirements:Sitting for long periods of time (6-7 hrs) behind desk.Standing for long periods of time (2-4 hrs) to execute promotional activities.Walking, climbing (stairs) extensively to access departments, buildings, and to travel.Carrying, Lifting supplies, boxes up to 40 lbs waist high.Bending, kneeling, and reaching to experience all areas of the facility.Sight, Reading, Wrist Movements, Feeling to operate computer terminal, read programs, develop presentations.Talking, Hearing to conduct presentations and tours, interact with guests, employees, and direct staff.This position involves working in a climate controlled office environment. This position could require extensive traveling to assist sales group by automobile and airplane in various weather conditions including setting up displays and promotional activities and simulators. This position deals extensively with the public and employees of the USSRC.The above duties reflect the general responsibilities necessary to describe the principal work functions of the job, and shall not be considered as a detailed description of all work requirements that may be in the position.