Customer Service Supervisor - Hyatt Shared Service Center

Position Responsibilities / Essential Functions

• Supervises the work of a team of Customer Service Agents to achieve performance standards for average speed of answer, request resolution times, quality of service, and other goals.
• Actively and consistently monitors guest interactions to ensure standards for care, professionalism, and appropriate solutions are met during guest interactions.
• Create and maintain performance plans for customer service agents.
• Review and communicate routine and ad-hoc performance reporting to customer service colleagues, and other stakeholders.
• Participate in projects and other efforts to optimize telephony and other technology platforms in order to provide efficient and cost-effective support for guest requests.
• Assist with scheduling and enforcement of attendance policies, to maximize service levels.
• Evaluate individual customer service agent and team performance via routine performance reviews, check-in conversations, and other methods as needed.
• Work closely with Customer Service Manager to initiate recommendations for hiring, merit increases, probationary reviews, promotions, reviews, succession planning, and disciplinary action for assigned customer service colleagues.
• Participate in interviewing, onboarding activities, and other recruitment efforts, as needed.
• Assist with new hire and ongoing training efforts.
• Partner with IT, operations, HR, and other teams to ensure assigned colleagues have all necessary tools and technology to provide exceptional service and support for all guest requests.
• Handle escalated and/or complex guest requests as needed.

Qualifications

• Strong analytical skills and ability to assess complex data related to team performance.
• Very strong written and oral communication skills, including ability to deliver effective presentations to small groups online and in-person.
• Role model and leader-by-example for customer service team, consistently demonstrates incredible customer focus at all times.
• Demonstrated ability to provide effective coaching, mentorship, and guidance to customer service colleagues.
• Strong attention to detail and highly organized.
• Knowledge of hotel operations a plus.
• Minimum 2+ years customer service leadership experience.
• Education: Associate’s degree or equivalent work experience.
• Computer Skills Needed: Experience with MS Office Suite. Experience with Service Now and Opera a plus.