Call Center Supervisor

$47,840 - $47,840/Yr

The One Group - Denver, CO

Full-time - Mid Level

Hybrid - Denver, CO

Food Services and Drinking Places

About the position

The Reservations Supervisor is responsible for overseeing the daily operations of the Reservations Department, ensuring agents provide excellent service while adhering to established procedures. This role requires effective communication, time management, and the ability to handle guest inquiries with patience and empathy. The position is in-office, located in Denver, CO, and may require working nights, weekends, and holidays.

Responsibilities

• Oversee Reservation Agents and monitor their performance.
• Evaluate phone calls and emails to ensure adherence to standard procedures.
• Conduct weekly checks using OpenTable to monitor overbooking and irregular patterns.
• Assign daily tasks and ensure completion, along with additional tasks as needed.
• Review opening and closing checklists and coyle reports, addressing concerns and acknowledging accomplishments.
• Ensure reservation lines are attended and adequately staffed during business hours.
• Maintain accurate employee records related to development and counseling.
• Communicate updates and revisions to staff effectively.
• Facilitate meetings and training for reservationists and management.

Requirements

• Proven experience in a supervisory role within a call center or reservations environment.
• Exceptional communication skills, both verbal and written.
• Strong time management and organizational skills.
• Ability to handle difficult situations and guests with grace and professionalism.
• Familiarity with OpenTable and other reservation management systems.

Nice-to-haves

• Experience in the hospitality industry.
• Knowledge of customer service best practices.
• Ability to train and mentor staff effectively.

Benefits

• Medical, Dental, and Vision Insurance
• Group Life and Disability Insurance
• Group Accident Insurance
• Group Hospital Indemnity Insurance
• Group Critical Illness Insurance
• Employee Assistance Program (EAP)
• Dependent Care Benefit
• Employee Dining Discounts and/or complementary meals onsite
• Traditional and Roth 401K Plan
• Commuter Benefits
• Paid Time Off