Reservations Supervisor
A luxury Hotels and Resorts group with a Call Centre requires a highly competent and experienced Reservations Supervisor with Call Centre experience.
Core Competencies include:
- Accurate, organized and able to multitask.
- Excellent communication skills (verbal and written)
- Bilingual would be an advantage.
- Strong customer services orientation and influencing skills.
- Excellent interpersonal skills and decision-making skills.
- Well presented with excellent elocution and conscious of brand representation.
- Ability to work independently and use initiative along with problem-solving abilities.
- Ability to build strong relationships with all stakeholders: clients, colleagues, and management.
- Must have good analytical skills with attention to detail.
- Must be a good team player and achieve objectives as set out by the management.
- Must be customer oriented.
- Ability to work under pressure.
- Dependable.
Duties & Responsibilities
- Ensuring that daily, monthly, and annual targets are met.
- Monitor and report on daily stats and performance.
- Mentor and coach staff daily to ensure maximum efficiency and productivity.
- Analysing reports and identifying problem areas which need immediate corrective action.
- Performance management, coaching, and training of the team.
- Assist with day-to-day operations of a reservations call centre.
- Ensure work is evenly distributed to the team.
- Ensure escalated queries are resolved timeously.
- Supervise, guide, and provide direction to the team.
Desired Experience & Qualification
- MS Office and Electronic Mail.
- Previous Call Centre Supervisory experience will be an advantage.
- Knowledge of Call Centre Management systems e.g. Genesys or similar Dialler system.
- Strong administration experience.
- Matric and minimum 2 years’ experience in a call centre environment.
Package & Remuneration
HR Services, Recruitment & Selection.
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