Reservations Center Manager

The Reservations Center Manager is responsible for leading the call center team to deliver exceptional customer service, meet performance goals, and foster a culture of continuous improvement. This role oversees supervisors and agents, ensuring service standards are met while supporting employee development and operational efficiency.
Responsibilities
Call Center Operations:
Ensure all agents are consistently meeting or exceeding service level goals
Drive participation and performance in after-call surveys
Identify and recommend workflow improvements to enhance efficiency and effectiveness
Monitor system-related issues and ensure timely resolution
Supervisor Oversight:
Coach and mentor supervisors and frontline staff to support career development and drive performance
Identify training needs, monitor progress, and ensure timely completion of development plans
Lead bi-weekly team meetings with structured agendas focused on goals, updates, and performance in...