Responsibilities:
Coach, motivate, and manage a team of direct report service agents
Monitor calls, call handling statistics, survey scores, QA, and agent productivity
Effectively manage attendance, absence, and attrition in line with company policies and protocols
Complete all administrative tasks and recordkeeping within established timelines
Identify and address performance issues, including the use of performance improvement plans when appropriate
Conduct team huddles
Establish and maintain appropriate communication with management, peers, colleagues, and other departments
Provide coaching and training to support a learning environment and continuous improvement
Maintain subject matter expertise for the brand. Complete knowledge of product, policies and procedures, and technology
Take calls as assigned to maintain skills or support during periods of high call volume
Requirements
Bachelor's degree in Business Administration, Management, Hospitality, Communications, or a related field
At least 3 years' experience with 1 year experience in supervisory role
Strong coaching and team-building skills
Ability to prioritize tasks and work effectively in a fast-paced, high-growth environment
Excellent verbal and written communication skills in English
Strong computer skills, including proficiency in Microsoft Office
Call center experience within the travel industry is preferred