Primary Responsibilities:

• Supervises team of Contact Center Reservation Sales Agents and Lead Agents
• Provides essential training for all Contact Center Reservation Sales Agents and Lead agents
• Actively conducts standards test and provides on the spot feedback for Agents and Leads
• Assists in administration of scheduling, reporting, incentive programs productivity tracking, attendance tracking, and progressive discipline
• Leads the department by example, assist with agent or lead responsibilities as required
• Creates a culture of attention to detail through training, support, constant inspection, and clear feedback
• Promotes employee engagement by maintaining an adaptable leadership style
• Actively participates in employee recognition programs such as employee of the month
• Answers incoming calls as needed to minimize abandonment
• Ensures adherence to new programs, policies and procedures are effectively followed by staff
• Coordinate's cross-training of all representatives in the Contact Center for both Reservations and PBX
• Ensures customer service levels are consistently applied by staff
• Monitors staff calls to ensure information accuracy and service levels are upheld
• Ensures that all company and departmental policies and procedures are followed by staff
• Monitors daily break schedule for staff
• Contributes to evaluations for subordinates
• Conducts formal and informal training for subordinates
• Conducts formal and informal coaching and counseling with subordinates
• Rewards and recognizes superior performers
• Responsible for communicating in a professional manner and on a continual basis, both verbally and in writing
• Effective handling of multiple hotel content and related systems including PMS and CRS
• Ensures that employees work safely and follow all safety rules
• Performs other duties as assigned

Must Have Personal Qualifications:

• The desired candidate will have a high school diploma, GED or equivalent experience required
• One year of supervisory experience is preferred
• Previous Call Center experience is preferred
• Strong customer service skills and prior experience is required
• Strong organizational and problem-solving skills
• Proficiency in Microsoft related programs, which would include but not limited to Outlook, MS Word, and MS Excel is required
• Excellent communication skills in English (verbal and written) required
• Must work well with others and work across departments
• Ability to prioritize multiple tasks, have a sense of urgency to complete projects and be detail oriented is required
• Must be able to maintain composure under stress in a high volume, fast-paced work environment
• Must present an overall professional experience and lead by example
• Must have a flexible work schedule with the ability to work evenings, weekends, and holidays as scheduled
• Ability to exercise good judgment in making decisions is required
• Positive and solution-oriented attitude is required
• Ability to effectively deal with internal and external guests, some of whom will require levels of patience and tact as well as diplomacy to collect factual information
• Ability to handle employee guidance, coaching, and counseling needs
• Effective coaching, development, and decision-making skills with interest in self-development