Call Center General Manager

Job Description:

The Call Center General Manageris responsible for the strategic planning and execution of all Call Center operations. Tactical emphasis is on customer care, quality management, workforce planning, recruiting, coaching, and training. A commitment to excellence is demonstrated through continuous staff development programs enhancing employee engagement, service, knowledge, skills, and morale. The Call Center General Manager executes the vision for the operation ensuring the Call Center meets customer and organization needs. The successful General Manager is continually engaged in leading and inspiring their team in developing and documenting best practices in the performance of all duties and responsibilities.

Responsibilities: Your duties will include, but are not limited to:

• Develop and maintain effective organizational structures, encompassing efficient recruitment, training, coaching, recognition, and performance standards.
• Continuously monitor and forecast departmental needs to ensure optimal staffing levels are maintained to support business requirements.
• Collaborate with the VP of Customer Experience and other relevant teams to assess departmental success and vital conversion goals, ensuring clear understanding and establishment of key performance indicators (KPIs).
• Demonstrate strong, dynamic leadership by mentoring, developing, and guiding team members to deliver friendly, warm, educational, and consultative service to clients.
• Responsible for overseeing and executing the training and development of all team members, including supervisors.
• Provides real-time coaching during client calls and clearly communicates service standards expectations to individuals in person.
• Implement and oversee quality assurance measures and programs, fostering continuous improvement and surpassing Service Level Agreement (SLA) performance standards.
• Serve as a servant leader, ready to assist the team at any time, including handling calls, processing online reservations, and addressing any issues directly impacting customer experience.
• Engages in proactive problem-solving, advocates for necessary changes, and offers effective solutions to address departmental issues.
• Deliver measurable results including ROI, strategic innovation, and comprehensive performance reporting.
• Demonstrate proficiency in managing metrics, ensuring customer satisfaction, and reporting statistical performance levels related to the Call Center.
• Coordinate and take ownership of analytic, strategic, and technical resources to meet client expectations and ensure satisfaction.
• Manage and cultivate relationships with clients and colleagues, including hotel support and regional managers.
• Ensure compliance with regulatory agency guidelines and standards.
• Develop and administer the annual department budget to achieve business goals while maintaining operational stability.
• Provide a prompt 24-hour turnaround for online reservation requests.

Qualifications:

• Minimum 3 years of Call Center management experience
• Working in Hospitality Industry a plus.
• Effective leadership and analytical skills including working knowledge of financial statement analysis, staffing models, scheduling, and telecom opportunities,
• Exceptional ability to develop and manage results-oriented recruiting and training programs.
• Strong mentoring and relationship building skills with ability to effectively manage group and interpersonal conflict situations,
• Strong negotiation, interpersonal, written, and oral communications skills.
• Computer Skills: Microsoft Outlook and Word with advanced Excel skills, and Zoho Data analysis systems.
• Experience in phone systems.
• Experience with Change Management and team building.

Physical and Office Requirements:

• This position is primarily in the office while sitting at a desk alongside the department and team. Occasional travel will be necessary to visit off-site locations.

We offer competitive compensation packages along with benefits such as health insurance, retirement plans, and opportunities for career advancement. If you are a dynamic leader with a passion for delivering exceptional customer service, we would love to hear from you.

Note: This job description is intended to provide a general overview of the position. It is not an exhaustive list of responsibilities or requirements.

Job Type: Full-time

Pay: $75,000.00 - $90,000.00 per year

Benefits:

• 401(k)
• 401(k) matching
• Dental insurance
• Employee discount
• Health insurance
• Life insurance
• Paid time off
• Professional development assistance
• Referral program
• Vision insurance

Schedule:

• 8 hour shift
• Monday to Friday

Experience:

• Call center management: 3 years (Required)

Ability to Relocate:

• West Sacramento, CA: Relocate before starting work (Required)

Work Location: In person