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