Senior Call Center Manager

Responsibilities

• Maintains the Forbes Recommended status.
• Determines and executes the Annual Business plan.
• Budgets and reviews, researches, and analyzes department revenues and expenses.
• Creates and implements department-specific policies and procedures.
• Maximizes efficiencies and looks for opportunities to improve operations.
• Reviews market trends and proposes necessary changes.
• Oversees the hiring, training, development, and morale of Team Members.
• Manage a team of 25+ agents and multiple managers in a high-volume, multi-property call center.
• Participates in all interviews and reference checks for potential team members.
• Cohorts onboarding schedules of new team members with the management and training team.
• Oversee the development of all department training documentation and processes.
• Manages weekly tracking of all new hire training, any retraining efforts, and “train the trainer” initiatives.
• Partners with the Training and Performance Manager to provide final sign-off of training before an agent is put on the live phone lines.
• Responsible for weekly scheduling and payroll.
• Responsible for oversight of the weekly call monitoring program, ensuring each agent is shopped twice weekly and adheres to Atlantis standards.
• Presents weekly roll-up of all performance-related KPIs, including talk time, make busy time, LuxSell attempt rate, and call monitoring scores.
• Functions as the process expert for the overall reservation booking experience.
• Serve as the ‘chief morale officer’ of the Call Center, establishing an environment that is not only professional but fosters teamwork and synergy.
• Create and manage ongoing team morale programs in conjunction with the Reservations Manager/Asst Managers, and Training and Performance Manager whether they are metric-driven contests, incentives, or team-building activities.

Qualifications

• Bachelors’ Degree or higher, in Hospitality or related field, or combination of comparable education and experience is required.
• Minimum of 4 years’ experience in progressive hospitality roles or call centers.
• Excellent communication skills.
• Competency in standard computer/office programs.
• Additional knowledge in hospitality programs preferred (HMS, HotSOS, etc.).
• Must adhere to all appearance standards, including but not limited to no "visible" tattoos/piercings or unnatural hair colors.