Call Center Supervisor
ESSENTIAL DUTIES AND RESPONSIBILITIES
Primary duties and responsibilities include, but are not limited to, the following:
• Monitor staff behavior, assign breaks, and direct daily tasks to expedite all incoming calls.
• Guide staff in proper job functions and professional guest interactions on the floor.
• Supervise the shift work of all team members to meet call center quality objectives.
• Provide real-time coaching and document disciplinary actions where applicable.
• Update rates and rate codes in various systems based on Hotel Revenue team directives.
• Conduct property rate and inventory audits across internal and third-party websites for accuracy.
• Review data input quality regularly to ensure correct segmentation and restriction compliance.
• Assist in troubleshooting routine system issues between LMS and third-party networks.
• Support the updating of training materials in coordination with the Training Manager.
• Participate in interviewing, hiring, and onboarding coordination for new Team Members.
• Assist with staff scheduling to ensure optimal floor coverage during peak hours.
• Step into any Agent or PBX role immediately to handle high call volumes or staffing shortages.
• Implement daily room rate and occupancy adjustments to maximize hotel revenue.
• Monitor inventory levels of required office supplies and promotional items.
• Resolve guest complaints and operational requests in a timely, professional manner.
• Maintain active communication with internal departments to facilitate seamless guest service.
• Support the processing of group reservations, sales contracts, and third-party data connections.
• Perform any other duties as assigned within the scope of this position.
KNOWLEDGE/SKILLS/ABILITIES
• Consistently exhibits courteous, respectful, and appropriate communications and presents information in a concise and understandable format.
• Cooperate with others in the accomplishment of joint tasks and common objectives.
• Ability of complex reading, writing, math, and task completion skills is required.
• Must have the following skills: clerical, compiling, coordination, analyzing, supervising, instructing, following instructions, influencing others, memorization, problem solving, independent judgment, and decision making.
• Flexible to work all shifts including holidays, nights, and weekend hours as business needs dictate.
• Must be a minimum of 21 years of age.
EDUCATION and/or EXPERIENCE
• Minimum of 3 years’ call center supervisor experience or any combination of education, training, or experience that provides the required knowledge, skills, and abilities.
PHYSICAL DEMANDS
• While performing the duties of this job, the team member is constantly sitting and occasionally standing and walking over the duration of their shift.
• Must be able to lift/carry 10lbs or less occasionally.
• The team member will constantly have repetitive use of both hands. Finger dexterity of both hands will be constantly required.
• Constant use of vision abilities is required including distance, depth perception, field of vision, and color vision.
• The physical demands described here are representative of those that must be met by a Team Member to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
WORK ENVIRONMENT
• Work performed indoors, alone and frequently with and around others. Team Member will perform work face-to-face including verbal contact with others around computer equipment.
• The noise level in the work environment is usually moderate.
• Team Member may be exposed to secondhand smoke.
• Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.