Call Center Supervisor

Department: Hotel Call Center
Position: Call Center Supervisor

Job Description:

• Act as a resource for Call Center Agents in need of assistance both technically and in regard to achieving customer satisfaction.
• Assist Call Center Agents with guest related issues (billing, reservation questions, etc.)
• Assist and work with Assistant Call Center Manager to instill an environment fostering teamwork, respect and accountability.
• Assist in training of new and current employees in the reservation system, phone system and company guidelines
• Assist in daily development of staff including: delegating responsibilities, follow-up, call scoring, coaching, counseling, discipline and evaluations.
• Administer the NAVIS System and Utilize NAVIS Best Practices
  o Assist Call Agents with correcting compliance issues
  o Participate in coaching sessions and subsequent follow-up
  o Run and review appropriate NAVIS reports
• Oversee hotel group functions in conjunction with the Assistant Call Center Manager including but not limited to:
  o Enter group functions in the hotel Opera system.
  o Communicate with the Group Sales Department daily regarding group functions and update information as needed
  o Complete room assignments and routing as necessary for overnight groups.
  o Prepare cover sheets for group folders prior to the group’s arrival to ensure the front desk is clear on the details pertaining to the group. This includes but is not limited to: billing instructions, time frames for the groups, food and beverage details, etc.
  o Communicate with front desk managers, supervisors, and agents changes and information for upcoming groups.
  o Finalize all billing after the group has departed.
  o Complete monthly Sales Manager analysis and Tentative/Definite reports for monthly sales meeting.
  o Maintain group records for one year after departure.

Requirements:

• Communication Skills: Must demonstrate exceptional verbal and written communication skills as well as telephone etiquette. Ability to answer guest’s questions and successfully resolve issues in a positive manner. Must be able to communicate to staff expectations in a productive way.
• Front Desk/Call Center Agent for 2 years.
• Basic computer keyboard experience, good communication and verbal skills and customer service oriented.
• No standing restrictions and no physical moving restrictions.
• High school diploma/ Associates Degree (or in the process of attaining one)