CALL CENTER SUPERVISOR

Description

Position Summary

The Call Center Supervisor will oversee the integrated call center for Jungle Island and Joia Beach, managing a team responsible for reservations, guest inquiries, and sales. This role emphasizes advanced reporting and analysis to provide actionable insights for business improvement while maintaining excellent customer service standards and driving revenue.

Key Responsibilities

Team Leadership & Management

• Supervise the reservations team, including recruitment, training, coaching, and performance evaluations.
• Schedule and manage staffing to ensure efficient handling of calls and adherence to service standards.
• Foster a positive, team-oriented work culture and ensure compliance with company policies.

Operational Excellence

• Oversee the use and maintenance of reservations systems (e.g., SevenRooms, OpenTable) to ensure accurate, up-to-date information.
• Implement workflows and processes to ensure prompt and efficient handling of guest inquiries and reservations.
• Manage and monitor call handling, ensuring adherence to call scripts and service protocols.

Advanced Reporting & Analysis

• Collect, analyze, and report on key performance metrics, including call volume, conversion rates, abandoned calls, and booking trends, for both Jungle Island and Joia Beach.
• Create detailed weekly, monthly, and quarterly reports highlighting performance, opportunities, and challenges.
• Monitor booking pace, revenue trends, and customer feedback to identify areas for improvement.
• Collaborate with senior leadership to set team performance benchmarks and business goals, providing data-driven recommendations to optimize operations.

Sales & Revenue Management

• Maximize revenue opportunities through upselling, cross-selling, and optimizing booking availability.
• Analyze reservation trends to recommend pricing strategies and promotional offers.
• Work with marketing and sales teams to align call center operations with business campaigns and initiatives.

Customer Experience & Quality Assurance

• Monitor live and recorded calls for quality assurance, providing feedback and coaching to team members.
• Address escalated customer inquiries and complaints, ensuring satisfactory resolution in a timely manner.
• Develop and implement training programs focused on sales techniques, software usage, and customer service best practices.

Collaboration & Communication

• Work closely with operations teams at Jungle Island and Joia Beach to ensure alignment of call center activities with business goals.
• Act as the primary liaison between the call center, marketing, sales, and restaurant managers to optimize guest experiences and revenue.

Qualifications

Qualifications

Education & Experience:

• Bachelor’s degree in Business, Hospitality, or a related field preferred.
• Minimum of 3 years of experience in call center or reservations management, with a focus on reporting and analytics.
• Familiarity with restaurant booking software (e.g., SevenRooms, OpenTable) and call center tools required.

Skills & Knowledge:

• Strong analytical skills with the ability to interpret data and create actionable insights.
• Proficiency in call center technologies, CRM systems, and advanced reporting tools (e.g., Excel, Power BI).
• Exceptional leadership and team management skills.
• Excellent written and verbal communication abilities.
• Sales-oriented mindset with a proven track record of driving revenue.
• Bilingual proficiency (Spanish and English) is a plus.

Physical Demands:

• Ability to work flexible hours, including weekends and holidays.
• Comfortable sitting or standing for extended periods.

Work Environment & Benefits

• Collaborative, fast-paced environment with opportunities for growth.
• Competitive salary and benefits, including health insurance, paid time off, and performance-based incentives.

Note:

A review of this of this description has excluded the marginal functions of the position that are incidental to the performance of fundamental job duties, all duties and requirements are essential job functions.

This job description in no way states or implies that these are the only duties to be performed by the employee occupying this position. associates will be required to perform any other job related duties assigned by their supervisor.

This document does not create an employment contract implied or otherwise other than an “at will” employment relationship.