Reservations Center Manager

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

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