Call Center Manager

The Call Center Manager is responsible for organizing, developing, and monitoring the daily activities of incoming calls, online reservations, and overseeing how guest issues are handled and rectified for our rental operation. The right individual will be able to maintain a successful and efficient process through past experience, while assisting to improve upon the foundation created through our 26 years in business.

Responsibilties:

Oversee the overall operation of the Call Center

• Actively hire, train, coach, and mentor current and future TEAM members
• Answering TEAM member questions, guiding them through difficult calls / issues, assisting to diffuse guest frustrations and handling issues that cannot be resolved at the representative’s level
• Leading TEAM meeting. Asking questions to better understand the calls TEAM members are receiving
• Assisting management in identifying trends and establishing Call Center goals
• Maintain an accurate customer database through our reservations systems
• Ensure all customer follow-ups are in a timely and professional manner
• Track follow-ups and appointments, and run active reports for the department
• Preparing reports and analyzing call center data to improve processes, ensure resources are properly allocated
• Communicate with other department managers to ensure high quality service is maintained throughout the total guest experience
• Prepare, compose, and update all scripts for bookings and follow-up calls
• Ensuring TEAM members (individually) are achieving desired service levels and taking corrective action, as needed
• Coaching TEAM members on finding and implementing the best strategies and practices to increase their hourly wage through our weekly commission program
• Process, audit, and submit all weekly commissions
• Other reasonable duties as may be requested

Requirements:

• Minimum of 3 years experience leading a TEAM performing in a high-relationship consultative reservation process.
• Knowledge in DMS, CRM systems
• Ability to drive performance through the creation of a productive and fun work environment
• Ability to remain calm under pressure
• Outstanding written and verbal communication skills
• Decisiveness and attention to detail
• Proficient in MS Office
• Ability to work (some) evenings until 9:00 PM
• Ability to work weekends as business needs / dictates

The collective goal is to continue to build and maintain a strong and effective TEAM, centered around maintaining the highest level of customer service and efficient overall operation.

You will be the leader, the coach, and the voice of our call center. We want you to have a creative presence with-in the operation and we are looking to you to earn creative freedom with how our call center operates.

Job Type: Full-time

Pay: $45,000.00 - $55,000.00 per year

Benefits:

• 401(k)
• 401(k) matching
• Health insurance
• Paid time off
• Paid training

Supplemental Pay:

• Bonus pay
• Commission pay

Ability to commute/relocate:

• Orlando, FL 32809: Reliably commute or planning to relocate before starting work (Preferred)

Education:

• Bachelor's (Preferred)

Experience:

• Call Center: 3 years (Required)
• Management: 3 years (Preferred)

Work Location:

• One location

Work Remotely:

• No

Work Location: One location