CHG - Call Center - Manager

Job Title: Call Center ManagerCompany: Circa Hospitality GroupLocation: 302 BuildingReports To: Senior Management Team   About Circa Hospitality Group: Circa Hospitality Group is a dynamic, fast-growing company dedicated to delivering exceptional guest experiences. We pride ourselves on outstanding customer service and innovation in the hospitality industry. As we continue to expand, we’re seeking a Call Center Manager to lead our team, drive operational excellence, and enhance customer satisfaction.   Position Overview: The Call Center Manager oversees daily call center operations, ensuring service excellence and efficiency. This role involves leading and developing a team of agents, optimizing workflows, and maintaining key performance metrics. The ideal candidate is a proactive leader with a track record in customer service management, team development, and data-driven decision-making.   Key Responsibilities: Recruit, develop and lead a team of call center operations professionals, ensuring adherence to company policies, service standards, and performance goals. Recruit, train, mentor, and coach call center agents to maintain high levels of performance, customer satisfaction, and productivity. Establish and monitor department-specific performance standards to ensure customer satisfaction, sales conversions, and operational efficiency. Support company revenue goals by driving bookings, upsells, and room upgrades. Develop and manage the call center budget, optimizing resources to balance cost and service quality. Conduct regular quality assurance reviews, providing constructive feedback and continuous training. Oversee scheduling, staffing, and shift management to ensure adequate coverage. Handle escalated customer concerns, ensuring prompt and effective resolution with a customer-centric approach. Stay updated on company offerings, promotions, and industry trends to better support customers and the team. Collaborate with internal departments to address customer needs and enhance the overall guest experience. Analyze call center performance data, identifying trends and opportunities for improvement. Implement process enhancements to improve efficiency, reduce costs, and elevate service quality. Ensure compliance with all legal and regulatory requirements related to call center operations.   Qualifications: Education: High school diploma or equivalent required. Experience: Minimum three years in a guest/public-facing hospitality or customer service role with at least two years in a leadership position.  Call Center operations experience strongly preferred. Leadership Skills: Proven ability to develop, motivate, and lead high-performing teams. Communication: Excellent verbal and written communication skills; English required, Spanish a plus. Customer Service: Expertise in handling inquiries and resolving complaints with professionalism and efficiency. Technical Skills: Familiarity with call center technologies, performance metrics, and best practices. Problem-Solving: Strong analytical skills with the ability to make data-driven decisions under pressure. Organization: Exceptional time management and multitasking abilities. Adaptability: Thrives in a fast-paced, high-pressure environment. Age Requirement: Must be 21 years or older.   Benefits: Competitive salary Health, dental, and vision insurance Paid time off Career advancement opportunities in a growing company Employee discounts at Circa Hospitality Group properties   DISCLAIMER: This is not necessarily an exhaustive list of all responsibilities, skills, duties, requirements efforts or working conditions associated with the job.   While this is intended to be an accurate reflection of the current job, management reserves the right to revise the current job or to require that other or different tasks be performed when circumstances change, (e.g. emergencies, changes in personnel, workload, rush jobs or technical developments).