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 time...