Call Center Supervisor

About the position

The Reservations Supervisor is responsible for overseeing the daily operations of the Reservations Department, ensuring that agents provide excellent service while adhering to established procedures. This role requires effective communication, time management, and the ability to handle guest inquiries and reservations in a friendly manner. The position is in-office and requires working nights, weekends, and holidays as needed.

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 agent performance and overbooking.
• 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 other staff.

Requirements

• Experience in customer service and call center operations.
• Strong communication skills, both verbal and written.
• Excellent time management skills and the ability to multitask.

Nice-to-haves

• Experience with OpenTable or similar reservation systems.
• Previous supervisory experience in a call center environment.

Benefits

• Commuter assistance
• Health insurance
• Dental insurance
• 401(k)
• Flexible spending account
• Paid time off
• Employee assistance program
• Vision insurance