Call Center Supervisor

Key Responsibilities

• Monitor all communication channels and dynamically adjust agent coverage to ensure appropriate response times and operational efficiency.
• Support, coach, and motivate Reservation Sales Agents to achieve daily and department Key Performance Indicators (KPIs).
• Monitor and utilize department tools and performance data, including ACD data models, 4 Keys, and 7 Essentials, to support team performance and operational goals.
• Serve as a liaison between Reservations, Sales, Marketing, and other Resort departments to ensure accurate and timely communication of information, promotions, initiatives, and operational updates.
• Ensure Reservation Sales Agents are informed of department initiatives, standards, policies, and procedures and provide ongoing coaching and feedback.
• Assist guests across phone, email, chat, reservation systems, PMS, and website channels as needed to support department KPIs and provide exceptional service.
• Handle guest concerns and complaints in a professional and appropriate manner, escalating issues when necessary.
• Conduct audits of reservations for accuracy and completeness, ensuring proper documentation, adherence to policies, and minimization of errors.
• Assist with recruiting, onboarding, training, coaching, and developing Reservation Sales Agents to build a knowledgeable, engaged, and results-driven team.
• Identify individual and team training needs and coordinate appropriate training and development opportunities.
• Monitor Agent performance across multiple communication channels and systems to ensure consistent service standards and efficient handling of guest inquiries.
• Maintain positive working relationships and professional communication with associates throughout the Resort.
• Lead by example by demonstrating professionalism, accountability, teamwork, and a strong commitment to guest service.
• Support the Reservations Manager with operational initiatives, projects, and other departmental needs as assigned.
• Perform other duties and/or projects as assigned by leadership.

Qualifications & Requirements

• Must be at least 18 years of age.
• Prior supervisory or leadership experience in a fast-paced call center, reservations, hotel, or front desk environment preferred.
• Must have a flexible work schedule, including weekends, evenings, and holidays, and be able to adjust schedules as needed to ensure appropriate floor coverage, particularly during peak seasons.
• Strong interpersonal, coaching, problem-solving, and leadership skills.
• Excellent verbal and written communication skills.
• Ability to effectively interact with internal and external guests with patience, tact, and diplomacy.
• Ability to work in a high-volume, fast-paced environment while prioritizing and managing multiple tasks.
• Proficiency in Microsoft Office programs and the ability to learn and utilize reservation, communication, and property management systems.
• Must be able to speak and read English; additional languages a plus.
• Ability to sit or stand for extended periods of time while monitoring operations.
• Ability to lift, carry, push, or pull light objects up to 25 lbs.
• Ability to tolerate exposure to busy or noisy work areas.
• Commitment to ensuring the safety and well-being of our guests and associates.
• Ability to work in a fun, fast-paced environment.

Benefits

• Complimentary access to Camelbeach, Aquatopia, local amusement parks and more; ski season passes for those working during the winter season; great friends & family perks.
• Paid Training to gain skills, knowledge, and experience for professional development.
• Not to be missed employee events throughout the season.
• Referral Bonuses - invite your friends to work with you!
• Competitive wages and advancement opportunities.
• Interact with people from all over the world!
• Next day pay, through PayActiv.
• Tuition Reimbursement*
• Medical, dental, vision, 401K*
• Vacation and PTO*
• Full-Time status benefits

This response is AI-generated, for reference only.