Call Center Reservations Manager

Call Center Manager – Reservations Manager

We are seeking an experienced and results-oriented Call Center Manager with a strong background in sales and reservations to lead our dynamic team. This role is responsible for driving revenue growth through efficient call center operations, meeting sales targets, and delivering exceptional customer experiences, while fostering a results-driven team culture that aligns with organizational objectives. With a sales-focus objectives, the ideal candidate will excel in managing performance metrics, coaching sales agents, and implementing targeted strategies, including effective revenue management and the integration of cross-selling and upselling techniques, to maximize conversions at every stage of the customer journey.

KEY RESPONSIBILITIES

Sales Strategy & Performance Management:

• Develop and implement targeted sales strategies to maximize reservation bookings, upselling opportunities, and add-ons (e.g., property upgrades, extended stays).
• Drive revenue by identifying and capitalizing on high-demand periods, seasonal trends, and promotions, ensuring the call center team is aligned with these opportunities.
• Continuously analyze booking data to identify gaps in sales performance and create action plans for improvement.
• Work closely with the marketing team to ensure sales campaigns, promotions, and special offers are effectively communicated and executed within the call center.
• Optimize call center scripts, workflows, and training materials to prioritize conversion-driven techniques that improve sales outcomes by phone, web chat, email, and text.

Sales Team Leadership & Training:

· Set ambitious yet achievable sales targets for the call center team, focusing on both individual performance and collective success in driving reservations.

· Design and implement regular sales training sessions, focusing on techniques to close more bookings, overcome objections, and maximize revenue per reservation.

· Lead role-playing sessions and mock calls to ensure team members are consistently improving their sales pitch and reservation techniques.

· Promote a results-driven environment by using performance metrics to recognize top performers and incentivize high sales achievements.

Sales Optimization & Conversion:

· Track and monitor conversion rates at every stage of the sales funnel, working with the team to develop strategies to convert inbound inquiries into confirmed reservations.

· Identify opportunities for cross-selling and upselling additional services, including luxury packages, amenities, or experiences (i.e., offerings through Mustang Island Adventures)

· Review competitor pricing and booking strategies to ensure the company is competitive and positioned as the top choice for beach vacation rentals in South Texas.

· Evaluate customer feedback and reservations trends to identify areas for improvement in the sales process or guest offerings.

Customer Experience with a Sales-First Focus:

· Ensure that the customer experience is both sales-driven and customer-centric, with a strong focus on guiding the guest to the most suitable property for their needs and ensuring they book the reservation.

· Use a consultative sales approach, asking probing questions to understand the guest's needs and preferences, and matching them with the ideal property and services.

· Handle high-value bookings, VIP customers, and repeat guests personally, ensuring they receive top-tier service and maximizing the chance of securing repeat business.

Sales Reporting & Analysis:

· Analyze call center performance reports to understand sales trends, team effectiveness, and conversion metrics, adjusting the sales strategy to address any challenges.

· Provide detailed sales forecasts, trends, and progress updates to senior leadership to inform business decisions and marketing campaigns.

· Conduct regular sales performance reviews with individual team members, highlighting areas for improvement and providing action plans to boost their sales efforts.

Customer Retention & Loyalty Building:

· Implement strategies to increase repeat business by encouraging satisfied customers to rebook and take advantage of loyalty programs or return guest discounts.

· Identify potential long-term clients or corporate clients who may need multiple bookings over time and develop personalized sales approaches to secure future reservations.

Revenue Management & Pricing Strategy:

· Collaborate with the revenue management and owner services teams to ensure that pricing strategies in dynamic pricing tool (i.e. Beyond Pricing) are aligned with sales efforts, optimizing occupancy and rates during peak and off-peak seasons.

· Monitor booking patterns to identify opportunities for promotions or nightly minimum adjustments, ensuring the call center team is ready to capitalize on these windows.

· Ensure the call center team is well-versed in dynamic pricing strategies and can communicate any pricing changes or discounts effectively to customers.

Qualifications & Experience:

· Proven experience as a Call Center Manager or in a similar leadership role.

· Strong background in reservations management (hospitality, travel, or related industries preferred).

· Excellent leadership, coaching, and team-building skills.

· Proficiency in customer relationship management (CRM) systems and reservation software.

· Analytical mindset with the ability to interpret and act on performance data.

· Exceptional communication and problem-solving skills.

· Ability to work in a fast-paced and dynamic environment.

· Knowledge of hospitality or vacation rental industries.

This job is ideal for someone who is:

· Dependable -- more reliable than spontaneous

· Adaptable/flexible -- enjoys doing work that requires frequent shifts in direction

· Mission-oriented – enjoys solving problems in service of a strong developer vision; competently focusing on the details while seeing and executing the bigger picture.

· Innovative -- prefers working in unconventional ways or on tasks that require creativity

· Manages high stress tolerance -- thrives in a high-pressure environment

Job Type: Full-time

Pay: From $64,000.00 per year

Benefits:

• 401(k)
• 401(k) matching
• Dental insurance
• Employee discount
• Health insurance
• Life insurance
• Paid time off
• Vision insurance

Schedule:

• Day shift
• Holidays
• Rotating weekends

Education:

• Bachelor's (Preferred)

Experience:

• Customer service: 2 years (Required)
• Call center management: 2 years (Required)
• Sales: 2 years (Required)

License/Certification:

• Driver's License (Required)

Ability to Commute:

• Corpus Christi, TX 78418 (Required)

Work Location: In person

Salary : $64,000