CHG - Call Center - Supervisor

Job description

Circa Hospitality Group Job Title: Call Center Supervisor: Department: Call Center Reports to: Call Center Manager and Call Center Manager JOB SUMMARY: Oversees the Room Reservation Agents who provide telephone customer service and reservation support. The Room Reservation Supervisor is predominantly responsible for coordinating the workflow for all Room Reservation Agents with incoming calls from various points of contact. The Supervisor is generally regarded as a subject matter expert of all Room Reservation processes and procedures. JOB FOCUS: Focus is on, but not limited to the following: - Monitor daily Room Reservation reports/logs to ensure in compliance with all established policies - Oversees the monitoring of service calls to ensure proper greetings, information and tone is used while speaking with all callers - Answers questions and recommends services to address customer complaints or desired requests - Will oversee the Room Reservation department in the absence of the Room Reservation Managers - Completes data entry work and audits the Room Reservation Agents work on a daily basis - Attends meetings as needed - Maintains spreadsheets and databases - Establishes and mai...