Mgr-Guest Experience (Call Center Supervisor)

About the role

This management position oversees daily call center operations so that guests and potential guests receive efficient and effective telephone service and revenue opportunities are maximized. It also facilitates training for call center staff, helps prepare and administer the call center's operating and capital budgets, monitors call center metrics and statistics, and substitutes the Reservations Manager in their absence.

Key responsibilities

• Manage daily call center operations, including staff performance, productivity and service standards, and provide agents with the resources they need
• Monitor call center systems and assist agents in handling guest complaints and resolving issues
• Assist with reservation and ticketing management, monitor group reservation forecasts, track no-shows and process charges, and check daily arrivals for billing instructions
• Prepare and administer the call center's operating and capital budgets, and monitor metrics such as call volume, abandonment rates and calls in queue to set daily goals
• Facilitate initial and ongoing training for call center staff, and assist with interviewing and selecting employees
• Direct employees' work, handle complaints and disciplinary action, and plan and apportion work including rates of pay and hours
• Ensure the safety and security of employees and property

Required profile

• Bachelor's degree in Business, Hospitality or a related field, with at least 3 years in a high-volume customer service call center and 1 year of supervisory experience
• Or a 2-year graduate degree from an accredited university in a related field, with 1 year of call center experience and 1 year of supervisory experience