The Reservations Center Manager is responsible for leading the call center team to deliver exceptional customer service, meet performance goals, and foster a culture of continuous improvement. This role oversees supervisors and agents, ensuring service standards are met while supporting employee development and operational efficiency.
Responsibilities
Call Center Operations:
- Ensure all agents are consistently meeting or exceeding service level goals.
- Drive participation and performance in after-call surveys.
- Identify and recommend workflow improvements to enhance efficiency and effectiveness.
- Monitor system-related issues and ensure timely resolution.
Supervisor Oversight:
- Coach and mentor supervisors and frontline staff to support career development and drive performance.
- Identify training needs, monitor progress, and ensure timely completion of development plans.
- Lead bi-weekly team meetings with structured agendas focused on goals, updates, and performance insights.
- Promote a positive and supportive leadership culture, ensuring supervisors model effective communication, conflict resolution, and team engagement.
- Oversee the resolution of escalated customer issues, ensuring a high standard of service and satisfaction.
- Monitor and evaluate guest interactions, including low-score calls, transferred calls, and hold times, to ensure quality and consistency.
- Track agent performance and schedule adherence, providing timely feedback and corrective action when necessary.
- Maintain accurate documentation of employee concerns, performance issues, and disciplinary actions.
- Manage payroll, time-off requests, and scheduling with a high level of accuracy and attention to detail.
- Support sales and service teams in overcoming objections and resolving service-level challenges.
- Handle resignations and terminations in accordance with company policies and procedures.
- Troubleshoot and follow up on system-related issues to ensure timely resolution.
Requirements
- Bachelor’s degree in Business Administration, Management, Hospitality, Communications, or a related field
- 5+ years of people management experience, including at least 1 year in a call center environment managing supervisors and frontline teams
- Strong leadership, coaching, and performance management skills
- Excellent verbal and written communication skills in English
- Experience working with CRM, telephony, and workforce management systems
- Ability to operate effectively in a fast-paced, performance-driven environment
- Willingness to work shifts aligned with international time zones, including weekends and public holidays as required
