Call Centre Manager at Orion Hotels & Resorts

Job Description
The Call Centre Manager will be responsible for overseeing the day-to-day operations of a Call Centre, monitoring and improving performance metrics, and managing a team of maximum 20 (twenty) Reservationists.  The Call Centre Manager will also be responsible for implementing strategies to improve customer service and satisfaction, as well as ensuring that the Call Centre is operating efficiently and effectively.

Key Responsibilities:

• Manage and support a team of Reservationists based at Head Office and at our hotels, including handling personnel issues, providing coaching and training, and monitoring performance
• Develop and implement strategies to improve Call Centre / Reservations operations and customer service
• Monitor and analyze Call Centre performance metrics, such as call wait times, call abandonment rates, bookings and customer satisfaction scores
• Identify and implement process improvements to increase efficiency and effectiveness of call centre operations.
• Ensure that Reservationists are following company policies and procedures, as well as maintaining a high level of professionalism and customer service
• Collaborate with other departments to resolve customer issues and improve overall customer experience
• Prepare and present reports on Call Centre performance and operational effectiveness to senior management

Qualifications:

• Grade 12 or equivalent qualification.
• A tertiary qualification in business administration or a related field would be preferred.
• At least 5+ years of experience in Call Centre management, customer service, or a related field
• Strong leadership and coaching skill
• Excellent communication and interpersonal skills
• Proven track record of improving Call Centre operations and customer satisfaction
• Proficiency in call centre software and technology
• Ability to work in a fast-paced environment and handle multiple tasks simultaneously