CALL CENTER SUPERVISOR

Joia Beach Club - Miami, FL

Full-time - Mid Level

Miami, FL

About the position

The Call Center Supervisor at Joia Beach Club will oversee the integrated call center operations for Jungle Island and Joia Beach, managing a team responsible for reservations, guest inquiries, and sales. This role focuses on advanced reporting and analysis to provide actionable insights for business improvement while ensuring excellent customer service standards and driving revenue.

Responsibilities

• Supervise the reservations team, including recruitment, training, coaching, and performance evaluations.
• Schedule and manage staffing to ensure efficient handling of calls and adherence to service standards.
• Foster a positive, team-oriented work culture and ensure compliance with company policies.
• Oversee the use and maintenance of reservations systems (e.g., SevenRooms, OpenTable) to ensure accurate, up-to-date information.
• Implement workflows and processes to ensure prompt and efficient handling of guest inquiries and reservations.
• Manage and monitor call handling, ensuring adherence to call scripts and service protocols.
• Collect, analyze, and report on key performance metrics, including call volume, conversion rates, abandoned calls, and booking trends.
• Create detailed weekly, monthly, and quarterly reports highlighting performance, opportunities, and challenges.
• Monitor booking pace, revenue trends, and customer feedback to identify areas for improvement.
• Collaborate with senior leadership to set team performance benchmarks and business goals, providing data-driven recommendations to optimize operations.
• Maximize revenue opportunities through upselling, cross-selling, and optimizing booking availability.
• Analyze reservation trends to recommend pricing strategies and promotional offers.
• Work with marketing and sales teams to align call center operations with business campaigns and initiatives.
• Monitor live and recorded calls for quality assurance, providing feedback and coaching to team members.
• Address escalated customer inquiries and complaints, ensuring satisfactory resolution in a timely manner.
• Develop and implement training programs focused on sales techniques, software usage, and customer service best practices.
• Work closely with operations teams at Jungle Island and Joia Beach to ensure alignment of call center activities with business goals.
• Act as the primary liaison between the call center, marketing, sales, and restaurant managers to optimize guest experiences and revenue.

Requirements

• Bachelor's degree in Business, Hospitality, or a related field preferred.
• Minimum of 3 years of experience in call center or reservations management, with a focus on reporting and analytics.
• Familiarity with restaurant booking software (e.g., SevenRooms, OpenTable) and call center tools required.
• Strong analytical skills with the ability to interpret data and create actionable insights.
• Proficiency in call center technologies, CRM systems, and advanced reporting tools (e.g., Excel, Power BI).
• Exceptional leadership and team management skills.
• Excellent written and verbal communication abilities.
• Sales-oriented mindset with a proven track record of driving revenue.
• Bilingual proficiency (Spanish and English) is a plus.

Benefits

• Health insurance
• Paid time off