Assistant Call Center Manager - IL

Position Summary:

The Call Center Operations Manager is responsible for supervising the reservation center associates and ensuring that our guests are receiving the best call center experience possible by providing our guests with friendly, professional service all in a timely manner. They are also responsible for recruiting, development and retention of talent as well as coaching and training.

Duties and Responsibilities:

Support and assist reservation center associates by answering all questions and providing feedback on quality of call and/or performance.

Research booking errors and provide feedback to reservation center associates.

Review and analyze phone system reports on a daily basis.

Assist answering phone calls during high call volume.

Ensure daily tasks are being performed by reservations center associates.

Conduct pep talks during shift to help motivate and set goals for the team.

Facilitate monthly team meeting to review performance metrics and teach an educational learning opportunity.

Conduct individual performance evaluations monthly.

Handle escalated guest concern calls

Act as a point of contact for RCAs who have questions, concerns or ideas

Provide coverage when staffing needs are low or when call volume is high

Meet with Reservation Center Manager consistently to discuss challenges, accomplishments, or department feedback and needs

Ensure that email inquiries are being responded to in a timely manner

Provide support to RCA associates with any questions regarding emails or guest concerns.

Assist with wax pass refunds

Process and contact guests who have past due payments

Check open invoices for all centers

Assist CM with scheduling for all associates at the call center

Be a point of contact for our team in the field when they have questions or concerns

Knowledge and Skill Requirements :

Two - five years of people management experience in a service-oriented environment
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