POSITION IS LOCATED IN HALIFAX, NOVA SCOTIA
Oversee the Reservation Call Centre ensuring exceptional customer service.
Responsibilities include:
Leadership & Development
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Manage, coach and develop Reservation Agents to ensure agents achieve their monthly and yearly targets and drive their best performances.
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Teach best practices and support sales staff with reservation questions and client escalations as required.
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Review phone calls, online chat and email correspondence and drive exceptional customer service.
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Create, develop, and foster ‘team spirit’ and morale. Motivate staff with incentives, celebrate achievements, assist with company socials, and foster a positive company culture.
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Communicate and enforce company policies and procedures.
Sales/Reporting
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Monitor enquiry levels and distribute leads amongst your team.
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Monitor, increase, and report on conversion rates and sales as required.
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Administer performance reviews and monthly evaluations where required.
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Ensure margins are maintained at minimum levels.
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Improve sales procedures and drive systems improvements.
Administration
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Participate in hiring interviews and set a coaching and support structure for new team members.
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Manage scheduling, time, and attendance for your team.
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Attend and contribute to manager and team sales meetings.
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Attend trade shows/events when required.
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Escalate and resolve issues related to confirmations, product discrepancies and customer service.
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Ensure your team partakes in all relevant training sessions and quizzes
Experience
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4 years of progressive experience in hospitality, customer service, call center, and or training
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At least 4 years managing staff at supervisory level
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Previous Hospitality Call Center experience
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Exceptional time management skills
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2+ years in a call center and/or hospitality sales environment
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2+ years of supervisory experience of at least five employee
