Reservations Supervisor

Key Responsibilities

• Assist the Reservations Manager in administrative tasks, ensuring that attendance and performance goals are met.
• Track individual attendance and performance, send notifications to employees regarding attendance and performance, and manage scheduling requirements.
• Maintain close collaboration with Reservationists to monitor and address performance issues, ensuring compliance with policies and procedures.
• Contribute to the training, coaching, and supervision of reservationists, fostering a positive working environment and upholding best practices in customer service and leadership.
• Implement corrective actions to address performance issues and ensure adherence to standards.
• Play a vital role in the promotion process, providing recommendations to senior management.
• Maintain regular communication with the Reservations Manager and Reservationists, ensuring alignment in reservations operations and addressing immediate customer-facing issues.
• Act as a mediator in minor employee disagreements, using active listening skills to understand and resolve conflict.
• Aid in managing reservations schedules, ensuring adequate staffing levels and schedule adherence while maintaining high-quality service.
• Support the Reservations Department in assuring the quality of reservations operations, including monitoring and coaching reservationists to resolve performance issues.
• Provide backup support to reservations duties as needed without compromising primary administrative responsibilities.
• Contribute to ongoing efforts to optimize reservationist operations, enhance service quality, and ensure compliance with relevant regulations and standards.
• Attend periodic meetings with stakeholders, representing the reservations team and potentially taking the lead on meetings in the absence of the Reservations Manager.
• Proactively identify and escalate issues outside normal operating parameters to the Reservations Manager or appropriate parties, ensuring timely resolution and minimizing impact on service quality.
• Report any violations of company policies to HR for investigation.
• Aid other departments as needed, demonstrating flexibility and a collaborative spirit to ensure overall organizational success.

Qualifications

• A high school diploma or equivalent, such as GED, required.
• Minimum of 2 years of customer service and call center experience, with a preference for experience in an administrative or supervisory role.
• Strong administrative, organizational, conflict resolution, and communication skills.
• Ability to work closely with and support the Lead Reservationists in day-to-day operations.
• Proficiency in Microsoft Office and familiarity with paratransit scheduling software.
• Knowledge of Trapeze preferred.