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 © Copyright P. Jason King
Associates, Inc. 07/03


Job Code: EM41-41-CC
Title: Director Sales & Service/Call Center Management
Location: NY
Base Salary: $100,000 - $125,000+
Relocation: Possible
Reports To: CMO
Misc: -
Notes: -

The Director of Sales and Service is responsible for ensuring exceptional guest service in our Sales and Service area. Through leadership and continuous improvement, this position ensures sales growth without sacrificing the quality and care of our guests and employees.



Spearhead continuous improvement to all sales systems, ensuring seamless service is provided to clients while improving our overall sales performance.

  • Ensure the efficiency of our ACD call routing system and that the overall level of product knowledge and sales training of our sales staff is maintained;
  • Monitor call metrics and reports to analyze the business and productivity;
  • Ensure Sales and Service Department delivers accurate and timely information and documentation to our guests;
  • Interact with IT to enhance the reservation system to improve customer service and reduce inefficiency and overhead;
  • Liaise with Operations Department to eliminate recurring complaints and customer service issues;
  • Eliminate dropped calls and reduce the amount of ‘do not disturb’ and “make busy” time on lines;
  • Meet and exceed sales targets, particularly in increasing the conversion rate;
  • Lead the development and empowerment of all Sales and Service staff.
  • Implement a system that allows guests to provide feedback on the pre-sale, sale, post-sale customer service aspects of our Sales and Service Specialists;
  • Actively contribute to the success of the company by participating in incentive and discount decisions, systems, process and tracking.
  • Manage and understand the booking process from start to end.
  • Direct a small but experienced staff of around 20 people.


Create, lead and implement a culture focused around extraordinary service, revenue generation, sales strategies, guest centricity, training and development.

  • In conjunction with Finance and Human Resources, design and administer incentive programs;
  • Implement internal and external training program to ensure that all Sales and Service Specialists are trained on the current reservation system, company software programs, company and departmental procedures, and general sales and communication training;
  • Ensure that all sales staff is knowledgeable and up to date on all products through continued (educational field trips) and in-house training;
  • Ensure a convivial and fun environment is maintained, reflected in retention of employees and morale of department, and reduced stress and overtime;
  • Directly supervise the Manager of Sales.


Work closely with Marketing, Operations, Inventory Control, IT and outside Air Department to make sure each are providing sales staff with ongoing tools related to all products.


  • Engage management team in discussions concerning revenue maximization including yield management and phone selling techniques.
  • Ensure our Outsourced air department is operating efficiently and effectively.
  • Manage the staffing of department to optimize sales and control overhead;
  • Monitor and ensure that budgets are met and maintained.
  • Provide Management Team with regular budgetary updates, suggest innovations and make recommendations that foster a clear picture of the Sales and Service Department;
  • Provide clear and precise metrics that help us measure all facets of the Call Center.


    Required: Bachelor’s degree, minimum of 10 years experience in a senior leadership/ management role, minimum of 5 years experience managing a call center, strong decision making skills, extensive knowledge of world-class call center standards and industry practices, demonstrated organization and leadership skills, excellent oral, written and interpersonal communication skills, strong human resource skills, a compassionate nature, and strong customer service ethic.

    Important: Strong financial acumen, quick thinker, broad minded and flexible, forward thinking, excellent people skills, strong negotiation skills, creative thinker, and entrepreneurial attitude.

    The Director of Sales and Service must be compassionate, empathetic, good at building group consensus, willing to learn from others before making decisions, respect the knowledge and tenure of seasoned employees, and be willing to admit a lack of knowledge in any given area combined with a fierce determination to find the answer.

    While performing the duties of this job, the employee is frequently required to sit, talk and hear. The employee will also be required to write and type. The employee is occasionally required to stand, walk, and reach with hands and arms. The employee must frequently lift and/or move up to 10 pounds and occasionally lift and/or move up to 50 pounds.



Please Note:
If you have filled out an Application (Form B) with Yours In Travel Group (within this year) please DO NOT fill out an Application on this site (Executive Registry). Yours In Travel Group is owned by P. Jason King Associates, Inc. and we utilize the same proprietary database. Thank you.