Call Center Supervisor

OVERVIEW:

Finger Lakes Premier Properties is a leading vacation rental company, dedicated to delivering exceptional guest experiences. Our brand promise is simple: "Discover lakefront living with a personalized approach that blends quality service and attention to detail—where every moment by the water feels like home." As the Call Center Supervisor, you will be directly responsible for managing the daily operations of our call center, driving sales, enhancing guest satisfaction, and ensuring that our team consistently meets performance goals. This is a hands-on role that involves actively working with staff and overseeing all aspects of the guest experience, from reservation inquiries to issue resolution. Your leadership will ensure that every guest interaction upholds our promise of personalized, high-quality service that guests can rely on.

SUPERVISES:

This role supervises Vacation Planners and Guest Care employees.

ESSENTIAL FUNCTIONS:

These duties can be performed with or without an accommodation:

KEY RESPONSIBILITIES:

• Manages Guest Experience and Satisfaction: Ensure a high level of guest satisfaction by overseeing all guest interactions, ensuring issues are resolved efficiently and effectively, and maintaining a customer-first approach throughout the department.

• Oversight of Day-to-Day Operations of the Call Center: Oversee daily operations, ensuring that the call center team meets all service level agreements (SLAs) and performance metrics. Manage team scheduling, call volume distribution, and ensure appropriate resources are in place to handle guest needs.

• Weekly Call Coaching and Scoring: Conduct weekly call coaching sessions with team members, providing constructive feedback and ensuring calls are up to company standards. Score calls on quality, accuracy, and guest satisfaction, helping to continuously improve team performance.

• Daily Call Reports: Review and analyze daily call center reports, tracking key metrics such as call volume, call resolution time, and customer satisfaction. Identify trends and areas for improvement, and report to management as needed.

• Management of Refunds and Compensation: Handle guest complaints or concerns regarding refunds and compensation, ensuring that resolutions align with company policy and lead to positive guest experiences. Empower team members to make decisions and take ownership of guest issues.

• Own the Guest Experience from Start to Finish: Take responsibility for the entire guest journey, from initial booking inquiries to post-checkout follow-ups. Ensure each touchpoint exceeds guest expectations and strengthens the brand’s reputation.

• Resolution of Manager Escalations: Serve as the point of escalation for complex or high-priority guest issues, resolving them in a timely and efficient manner. Maintain positive relationships with guests while balancing company policies and goals.

• Drive Sales Through Outbound Calling: Actively lead sales initiatives by motivating the team to conduct outbound calls for upselling and cross-selling additional services, upgrades, or products. Promote seasonal offers, loyalty programs, or special deals to increase revenue.

• Create Bonus/Incentive Programs for Employees to Drive Sales: Develop and implement incentive programs that encourage the call center team to meet and exceed sales targets, customer service benchmarks, and operational KPIs. Regularly review the success of these programs and adjust as needed.

• In-Market Training with Staff: Provide hands-on training and development for team members, both in-office and in-field. This includes product knowledge, sales techniques, communication skills, and customer service excellence.

• Dynamic Scheduling of Guest Care & Vacation Planning Staff: Manage the scheduling of call center employees to ensure appropriate coverage, especially during peak times, holidays, or special promotions. Ensure that schedules align with both business needs and employee availability.

• Handle Escalated OTA Guest Issues: Take ownership of issues related to third-party Online Travel Agents (OTAs), including guest complaints or booking discrepancies. Work with OTAs to resolve problems and ensure a seamless guest experience.

• Actively Work in the Call Center Supporting Staff: Lead by example, participating directly in calls and providing support to team members as needed. Assist with call volume during high-demand periods and provide real-time feedback and guidance.

• Set Up Regular Department Trainings and Education: Plan and schedule regular department-wide training sessions to enhance the team’s knowledge and skills, focusing on new products, systems, processes, or guest service techniques. Encourage continuous learning and development.

• Hold Staff Accountable to Department KPIs: Monitor and enforce key performance indicators (KPIs) for call center team members, such as average handle time (AHT), first call resolution (FCR), sales targets, and customer satisfaction (CSAT). Hold employees accountable and provide support to help them achieve their goals.

QUALIFICATIONS:

• Experience: 3 years of experience in a call center leadership or supervisory role, preferably in the hospitality or vacation rental industry.

• Customer Service Focus: A passion for delivering outstanding customer service and the ability to inspire a team to exceed guest expectations.

• Strong Leadership and Coaching Skills: Proven ability to lead, mentor, and coach a diverse team, fostering a positive work environment while holding staff accountable to performance goals.

• Sales and Upselling Expertise: Experience in driving sales through outbound calls, upselling, and cross-selling services to increase revenue.

• Analytical Skills: Strong ability to analyze performance data, identify trends, and implement corrective actions to improve team performance and guest satisfaction.

• Conflict Resolution: Excellent problem-solving and conflict resolution skills, particularly when dealing with escalated guest issues or complaints.

• Communication: Strong written and verbal communication skills with the ability to interact with guests, team members, and management effectively.

• Adaptability: Ability to thrive in a fast-paced, dynamic environment and manage multiple priorities with ease.

• Technology Proficiency: Comfortable working with call center software, CRM systems, and Microsoft Office Suite (Word, Excel, Outlook). Experience with vacation rental booking platforms or reservation systems is a plus.

• Education: High school diploma or equivalent; bachelor’s degree in business, hospitality, or a related field preferred.

WHY JOIN US?

As a Call Center Supervisor at Finger Lakes Premier Properties, you will be an integral part of our dynamic team, playing a key role in delivering exceptional guest experiences while driving operational efficiency. If you are an energetic, customer-focused leader with a passion for the vacation rental industry, we encourage you to apply and help us create memorable vacations for our guests!

Finger Lakes Premier Properties offers competitive pay, benefits, and opportunities for professional growth in a fast-paced, exciting industry.

Job Type: Full-time

Pay: $62,500.00 - $68,750.00 per year

Benefits:

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

Schedule:

• 8 hour shift
• Day shift

Work Location: In person

Salary : $62,500 - $68,750