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Sr. Director, Client Solutions Travel & Hospitality (Airline & OTA)

Company: Teleperformance
Location: Little Rock
Posted on: September 25, 2022

Job Description:

Responsibilities


  • Developing and implementing processes that will ensure the achievement of the Company's financial and operating goals and objectives.
  • Own all Budgetary and cost decisions for the division, responsible for managing financial books including profitability of accounts / clients responsible for.
  • Provide strategic direction and executive leadership over client/Teleperformance relationship
  • Cultivates client relationships at senior levels and with all relevant client stakeholder to maximize the reputation and growth of TP business with each client account
  • Ensures retention of the client's business, developing broad and deep relationships across the client accounts
  • Develop and implement strategic plans to drive revenue opportunities that align to client's strategy
  • Provide strategic, transformative solutions to add value back into the client's business.
  • Lead process-improvement initiatives that deliver financial targets.
  • Create an environment, which delivers excellent service to clients; ensure account managers are driving operations to consistently meet or exceed all financial and non-financial KPIs.
  • Attend internal weekly, monthly, and quarterly business reviews, building a cohesive client relationship.
  • Act as escalation point for client issues that have not been resolved by normal channels

    Qualifications

    • Bachelors and/or advanced degree, specialized training, with at least 10+ years in the Contact Center industry.
    • Minimum 5+ years of experience on Travel & Hospitality clients focused on airline, OTA, car rental space.
    • Individuals who haven't worked directly in a Contact center but have managed or have interacted with contact centers will help.
    • Understanding of GDS (Sabre, Amadeus, Galileo) preferable
    • Six sigma black belt is strongly preferred
    • Program planning and implementation skills, preferably PMO certified.
    • Proven success with client facing interactions as it relates to planning, business reviews and business development.
    • Industry Vertical experience preferred in management of operational functions and large account management while interfacing with complex client organizations
    • Extensive expertise in building and managing long-term relationships with business partners and clients.
    • Consultative sales background, hunting and/or farming with proven track record to meet sales targets.
    • Medium to high travel requirement

Keywords: Teleperformance, Little Rock , Sr. Director, Client Solutions Travel & Hospitality (Airline & OTA), Executive , Little Rock, Arkansas

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