Assistant Call Centre Manager
Assistant Call Centre Manager
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Not Disclosed
Salary Not Disclosed
1 Vacancy
Job Description
JOB SUMMARY
Oversees daily call center operations to ensure that guests and potential guests receive efficient and effective telephone service and that revenue opportunities are maximized. Facilitates initial and ongoing training for the call center staff. Assists with the preparation and administration of the call center s operating and capital budgets. Monitors call center metrics and tracks statistics for current and historical analysis. Substitutes the Reservations Manager in their absence.
CANDIDATE PROFILE
Education and Experience
Bachelors degree in Business Hospitality or related professional area; minimum 3 years experience in a high volume customer service call center with a minimum of 1 year of supervisory experience
OR
2-year graduate degree from an accredited university in Business Hospitality or related professional area; minimum 1 year of experience in a high volume customer service call center with 1 year of supervisory experience
CORE WORK ACTIVITIES
Managing Daily Call Center Activities
Manages daily call center operations including staff performance call center productivity and service standards.
Provides all Call Center Agents with necessary resources to efficiently complete their daily job.
Monitors all call center related systems.
Assists Call Center Agents in handling guest complaints and resolving issues.
Assisting with Reservations Management
Assists with Reservation and Ticketing management duties as required.
Acts as the Reservations Manager in his or her absence.
Monitors group reservation forecast data.
Tracks no-show reservations and processes charges as needed.
Checks daily arrivals to ensure all necessary billing instructions are applied to reservations
Monitoring Customer Services Goals
Assists with the preparation and administration of the call centers operating and capital budgets
Monitors call center metrics such as call volume abandonment rates and calls in queue to prepare forecasts and determine daily goals
Tracks statistics for current and historical analysis
Executes exemplary customer service to drive customer satisfaction and loyalty by assisting the customer and ensuring their satisfaction before and during their program/event.
Managing and Conducting Human Resource Activities
Facilitates initial and ongoing training for the call center staff
Assists with interviewing and selecting employees; makes suggestions and recommendations as to the hiring firing advancement promotion or any other change of status of other employees are given particular weight.
Directs the work of employees including handling employee complaints and executing disciplinary action as appropriate
Plans and apportions the work of employees including setting and adjusting their rates of pay and hours of work
Provides for the safety and security of the employees or the property
At Marriott International we are dedicated to being an equal opportunity employer welcoming all and providing access to opportunity. We actively foster an environment where the unique backgrounds of our associates are valued and greatest strength lies in the rich blend of culture talent and experiences of our associates. We are committed to non-discrimination on any protected basis including disability veteran status or other basis protected by applicable law.
Required Experience:
Manager
Employment Type
Full-Time
