Key Responsibilities:

• Manage and support a team of Reservationists based at Head Office and at our hotels, including handling personnel issues, providing coaching and training, and monitoring performance
• Develop and implement strategies to improve Call Centre / Reservations operations and customer service
• Monitor and analyze Call Centre performance metrics, such as call wait times, call abandonment rates, bookings and customer satisfaction scores
• Identify and implement process improvements to increase efficiency and effectiveness of call centre operations.
• Ensure that Reservationists are following company policies and procedures, as well as maintaining a high level of professionalism and customer service
• Collaborate with other departments to resolve customer issues and improve overall customer experience
• Prepare and present reports on Call Centre performance and operational effectiveness to senior management

Qualifications:

• Grade 12 or equivalent qualification.
• A tertiary qualification in business administration or a related field would be preferred.
• At least 5+ years of experience in Call Centre management, customer service, or a related field
• Strong leadership and coaching skill
• Excellent communication and interpersonal skills
• Proven track record of improving Call Centre operations and customer satisfaction
• Proficiency in call centre software and technology
• Ability to work in a fast-paced environment and handle multiple tasks simultaneously