Reservations Center Manager

Tatu City View all jobs

  • Kiambu County
  • Permanent
  • Full-time
  • 2 months ago
  • Apply easily
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.ResponsibilitiesCall 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 insights.
  • Promote a positive and supportive leadership culture, ensuring supervisors model effective communication, conflict resolution, and team engagement.
  • Oversee the resolution of escalated customer issues, ensuring a high standard of service and satisfaction.
  • Monitor and evaluate guest interactions, including low-score calls, transferred calls, and hold times, to ensure quality and consistency.
  • Track agent performance and schedule adherence, providing timely feedback and corrective action when necessary.
  • Maintain accurate documentation of employee concerns, performance issues, and disciplinary actions.
  • Manage payroll, time-off requests, and scheduling with a high level of accuracy and attention to detail.
  • Support sales and service teams in overcoming objections and resolving service-level challenges.
  • Handle resignations and terminations in accordance with company policies and procedures.
  • Troubleshoot and follow up on system-related issues to ensure timely resolution.
Requirements
  • Bachelor’s degree in Business Administration, Management, Hospitality, Communications, or a related field
  • 5+ years of people management experience, including at least 1 year in a call center environment managing supervisors and frontline teams
  • Strong leadership, coaching, and performance management skills
  • Excellent verbal and written communication skills in English
  • Experience working with CRM, telephony, and workforce management systems
  • Ability to operate effectively in a fast-paced, performance-driven environment
  • Willingness to work shifts aligned with international time zones, including weekends and public holidays as required

Tatu City