call center Reservations supervisorHoliday Factory Tour Package Inc.

Job Description: Call Center Reservations Supervisor
Position Overview:
The Reservations Supervisor oversees the daily operations of the reservations team in a call center environment, ensuring that customer inquiries, bookings, and complaints are handled efficiently and professionally. This role involves managing team performance, providing training and support, and maintaining quality standards to meet organizational goals.
Key Responsibilities:
Team Management:
Lead and supervise the reservations team to ensure smooth daily operations.
Monitor call handling, response times, and overall team productivity.
Schedule shifts and ensure adequate staffing levels to meet demand.
Operational Excellence:
Ensure all reservations are processed accurately and in a timely manner.
Address and resolve escalated customer issues or complaints effectively.
Develop and implement standard operating procedures for the reservations team.
Performance Monitoring:
Track and evaluate team and individual performance metrics.
Conduct regular coaching and feedback sessions to improve service quality.
Prepare and submit performance and operations reports to management.
Customer Experience:
Ensure a seamless and positive customer journey from inquiry to booking.
Identify and implement strategies to improve customer satisfaction.
Collaborate with other departments to ensure a smooth customer experience.
Training and Development:
Onboard new team members and provide comprehensive training on systems and processes.
Keep the team updated on company policies, new products, and industry trends.
Foster a culture of continuous improvement and learning.
System and Technology Oversight:
Ensure the team efficiently uses reservation systems and tools.
Report system issues and coordinate with the IT department for resolution.
Provide input for system upgrades or enhancements to improve functionality.
Qualifications:
Bachelor's degree in business administration, hospitality, or a related field.
At least 3 years of experience in reservations, customer service, or a call center environment, with 1+ years in a supervisory role.
Strong leadership and team management skills.
Proficient in using reservation systems, tools, and MS Office Suite.
Excellent communication and problem-solving skills.
Ability to multitask, work under pressure, and meet deadlines.
Customer-focused mindset with a passion for delivering exceptional service.
Work Conditions:
Call center environment with rotational shifts, including weekends and holidays.
High-paced and target-driven atmosphere.