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