Site Leader CEC

Oversee and manage performance metrics, including revenue, sales conversion, and call center KPIs.

Ensure effective financial performance of the center.

Drive overall guest and associate satisfaction across the operation.

Manage human resources-related processes including hiring, onboarding, associate relations, payroll, performance evaluations, and scheduling.

Partner with hotel properties to resolve issues, answer questions, and enhance booking experiences.

Coordinate internal planning and leadership of all aspects of center operations.

Support administration of policies, procedures, systems, and compliance with safety standards.

Drive achievement of call center sales goals including conversion rates and revenue per call.

Participate in the sales process and build relationships with key customers and property partners.

Identify and implement cross-selling and upselling strategies to enhance performance.

Benchmark center metrics against "best in class" standards and adopt best practices.

Lead and support a team of managers and associates with a focus on career development.

Foster a culture of service excellence and accountability.

Provide coaching, mentorship, and recognition to drive strong performance.

Support cross-functional collaboration with other contact centers and departments.

Maintain consistent communication with leadership and team members.

Lead regular departmental meetings and implement performance feedback mechanisms.

Oversee site safety and cleanliness in line with ergonomic and emergency policies.

Ensure the contact center is compliant with all Marriott standards and local laws.

Actively participate in quality improvement efforts and associate engagement initiatives.

Monitor and resolve payroll, attendance, and scheduling concerns.

Promote a professional and positive work environment.

Serve as liaison to senior leadership, owner relations, and property teams.

Champion strong communication, alignment, and transparency across teams.

Represent the center on global and regional initiatives, meetings, and programs.

Support other duties as assigned by the Area Director of Operations EMEA/CALA.