Trade Reservations Supervisor

Job Summary

The Reservations Inbound Supervisor is responsible for leading and supporting the Trade Reservations Inbound Consultants and Specialists with guest resolutions while maintaining department standards.

Essential Job Duties

• Provides support to management and agents with problem resolution and policy clarification.

• Supervise the Call Centre team and maximize the service level to the customers.

• Track, Monitor, and supervise Inbound service levels and KPIs.

• Manage and monitor call queues to ensure appropriate phone coverage.

• Responsible for call quality and Quality Assurance delivering world-class customer service. Includes but not limited to verification of reservations, process proper deposit amounts and final Payment amounts.

• Have best in class converting sales on one call approaches.

• Maintain and enforce policies and procedures set including but not limited to...