What are the responsibilities and job description for the Hospitality Call Center Manager position at Hiregy?
JOB ID 21683 – Hospitality Call Center Manager
Location : Pigeon Forge, TN 87863 – WFH Flexible
This position is onsite (4) days a week
Pay : $65,000 to $75,000 plus annual bonus
Type : Direct hire
Schedule : M-F, 8a-5p
Job description
Lead and manage a team of 20 customer service representatives, ensuring top-tier service while assisting customers with booking hotel rooms for a premier American property.
Monitor the call center’s performance daily, weekly, and monthly to ensure compliance with key performance indicators (KPIs).
Oversee and utilize contact center software to enhance guest satisfaction and promote consumer self-service options.
Collaborate with entertainment property partners to reduce hotel vacancy rates through exceptional customer service.
Work closely with the Analytics Manager to support revenue generation and system functionality improvements.
Conduct interviews and manage the hiring process for new customer service representatives, partnering with HR.
Foster employee development by regularly assessing performance, providing feedback, and implementing recognition and disciplinary actions as needed.
What defines success?
Month 1 : Strong understanding of call center KPI and software, familiar with all terminology. Bringing positivity and enthusiasm to work every day.
Month 6 : Showing lower levels of vacancy across properties, team is driving more sales and higher nightly rates. Customer satisfaction on the rise.
Nice to have : UJet
Requirements :
Must have (5) years of call center management.
Must have hospitality industry experience.
Must have experience managing 15 representatives.
Proven experience driving sales and KPIs.
High school diploma or equivalent.
Background check required.
Salary : $65,000 - $75,000
