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Manager, Call Center -Customer Service
Location:
Kissimmee, FL
Description:
NDM is a family-owned hospitality business that started in F&B and is now expanding into vacation rentals. We are creating a new sector in hospitality by creating identifiable brands with consistent accommodations, services, and amenities within the vacation rental space. Imagine combining the comforts of a vacation home with the experience and consistency of a world class resort. Our Benefits: Health, Dental, Vision, Free Life Insurance, 401k Plan Available, Discounted Hotel rooms, Discount in F&B outlets, Development opportunities, Employee appreciation events, and much more! Job Summary: The Call Center Customer Service Manager oversees all operational aspects of the Call Center Team. The Customer Service Manager will ensure an exceptional customer experience in all customer touchpoints, including phone service and digital communication channels. This involves managing a team of Supervisors and Vacation Specialists to help develop efficient operations, drive revenue, promote sales and customer services. Continuously and consistently improve call center, service, and salesmetrics by providing leadership, direction, and motivation to the workforce. Essential Responsibilites: • Implement performance management strategies to drive increased service, sales, and revenue in an environment of trust andempowerment.• Lead, coach, and develop a team of Supervisors to increase engagement, productivity, adherence, performance against KPIs, andquality metrics.• Develop and execute the service process for leads from all types of media channels (digital, tv, print, etc.).• Prepare, deliver, and act upon performance reports and forecasts.• Analyze performance, process and knowledge gaps across the team and propose actions to drive results.• Coordinate and lead day-to-day actions and priorities across the teams.• Train, mentor, and manage all contact Supervisors and Vacation Specialists regarding goal setting, employee development,communication, and leadership growth.• Enhance the team through talent management strategies, including recruiting, hiring, and creating employee development plans and involvement with new hire training.• Participate in employee audits and give appropriate feedback to improve individual skills.• Track and measure agent productivity in bookings and daily tasks.• Ensure all payroll is processed in timely and efficient manner according to company regulations.• Interact with customers to obtain feedback on quality of product, service levels provided and overall satisfaction.• Offer solutions for improvement in service levels, quality assurance, and guest scores.• Review comment cards with associates and participate in corrective action plans.• Foster relationships with Supervisors, Vacation Specialists, partners, and key stakeholders within and outside the company.• Maintain a fun, positive work environment and increase connection across the team through our monthly incentives, team events, recognition programs, and other initiatives.• Perform administrative tasks to ensure a professionally sound operation - network and paper document filing, data entry, purchasing, etc. REQUIREMENTS: (Competencies, skills, attributes, experience, licenses, certifications, required) • High school diploma and some college preferred.• At least 3+ years' experience leading a team of Supervisors in a Call Center environment, or equivalent experience leading Customer Service Teams in a performance-driven environment.• Proven track record of leading Service teams to exceed KPIs through data-driven action plans.• An ability to quickly deconstruct challenges, then prioritize next steps to tackle them.• Experience in QC scoring, call monitoring, investigating, and coaching.• Excellent communication, collaboration, and coordination skills.• Excellent understanding of service methodologies and tactics.• Experience developing a customer-centric culture that delivers results for customers, employees, and the business.• Excellent verbal and written communication and customer service skills.• Ability to be a self-starter and innovate new processes is essential.• Computer proficiency and ability to understand technical tools/resources is essential.• Must be highly organized, enjoy mentoring associates, and possess a strong work ethic. Preferred:Competencies & Qualifications • Knowledge of property management systems is a plus. Job Posted by ApplicantPro
Company:
NDM Hospitality Services
Posted:
December 26 2023 on ApplicantPro
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More About this Listing: Manager, Call Center -Customer Service
Manager, Call Center -Customer Service is a Customer Service Call Center Representative, Customer Service Representative Job at NDM Hospitality Services located in Kissimmee FL. Find other listings like Manager, Call Center -Customer Service by searching Oodle for Customer Service Call Center Representative, Customer Service Representative Jobs.
Manager, Call Center -Customer Service is a Customer Service Call Center Representative, Customer Service Representative Job at NDM Hospitality Services located in Kissimmee FL. Find other listings like Manager, Call Center -Customer Service by searching Oodle for Customer Service Call Center Representative, Customer Service Representative Jobs.