Supervisor Customer Service - Hyatt Shared Service Center

About the role

Hyatt is seeking an experienced Customer Service Supervisor to lead and motivate a team of customer service professionals at the Shared Service Center. This position will lead by example to deliver an exceptional service experience for Hyatt guests who contact us for support. You will guide your team to be creative and passionate problem solvers through coaching and motivation. In partnership with the customer service manager and other colleagues, you will create a positive work environment that enables your team to exceed performance expectations. You will also collaborate with the customer service leadership team to drive the overall vision of the department.

The Hyatt Shared Service Center provides accounting and customer support for over 200 Hyatt Hotels in North America and Latin America. Hyatt associates work in an environment that demands exceptional performance, yet reaps great rewards—whether it’s career opportunities, job enrichment, or a supportive working environment.

Responsibilities

• 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.
• Creates and maintains performance plans for customer service agents.
• Reviews and communicates routine and ad-hoc performance reporting to customer service colleagues and other stakeholders.
• Participates in projects and other efforts to optimize telephony and other technology platforms to provide efficient and cost-effective support for guest requests.
• Assists with scheduling and enforcement of attendance policies to maximize service levels.
• Evaluates individual customer service agent and team performance via routine performance reviews, check-in conversations, and other methods as needed.
• Works closely with the Customer Service Manager to initiate recommendations for hiring, merit increases, probationary reviews, promotions, succession planning, and disciplinary action for assigned customer service colleagues.
• Participates in interviewing, onboarding activities, and other recruitment efforts as needed.
• Assists with new hire and ongoing training efforts.
• Partners 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.
• Handles escalated and/or complex guest requests as needed.
• Regular attendance is expected based on schedule and business needs.
• Participation in employee events, onsite meetings, hotel visits, and industry conferences is expected.

Requirements

• Strong analytical skills and ability to assess complex data related to team performance.
• Very strong written and oral communication skills, including the ability to deliver effective presentations to small groups online and in-person.
• Role model and leader-by-example for the customer service team, consistently demonstrating 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 is a plus.
• Minimum 2+ years of customer service leadership experience.

Qualifications

• Associate’s degree or equivalent work experience.

Skills

• Experience with MS Office Suite.
• Experience with Service Now and Opera is a plus.

Benefits

• Health and welfare programs.
• Hyatt retirement savings plan.
• Educational assistance.
• Employee stock purchase program.
• 12 free room nights for full-time associates after 90 days of service.
• Community involvement opportunities.
• Wellness reimbursement.