Job Description

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