We are seeking an experienced and skilled Call Center Operations Supervisor to join our team at Accommodations Plus International (API), the global leader in crew accommodation solutions. As a Call Center Operations Supervisor, you will play a crucial role in ensuring the delivery of exceptional customer service, supervising operations agents, and maintaining effective communication with client functional departments.
About the Role:
This is a full-time, 40-hour per week position, with a schedule that may include overtime, holidays, and weekends. The shift availability is for the Overnight Shift (12:00 am – 8:00 am EST), and flexibility is encouraged. This is a fully remote opportunity, offering you the chance to work from the comfort of your own home.
Essential Duties and Responsibilities:
- Supervise operations agents to ensure efficient and effective customer service, supporting hotel and transportation requests, and monitoring workload queues, group email accounts, and faxes.
- Establish and maintain effective communication with client functional departments to ensure client expectations are met.
- Monitor and enforce quality expectations by reviewing, coaching, and counseling operations agents on their phone customer service skills.
- Assist in the development of training programs to meet ongoing client service requirements and identify training needs.
- Engage and motivate operations agents, providing statistical feedback and corrective feedback as necessary.
- Resolve operational issues caused by unconventional and/or complex client requirements and evaluate the overall impact of delays on the current day’s operation.
- Maintain a chronological shift log for recording key data and monitor processes to improve quality results.
- Collaborate with other department groups to resolve problems and monitor departmental expenditures.
- Build and maintain business relationships with clients by mitigating challenges and providing exceptional service.
Qualifications:
To be successful in this role, you should have:
- A Bachelor’s Degree (or equivalent) preferred and two years of call center, airline operations control center, or crew scheduling experience.
- Customer-focused, objective, and dependable, with the ability to use careful, measured judgment and decision-making skills.
- Critical thinking abilities, with the capacity to analyze problems and identify solutions.
- Superior communication skills, with the ability to engage in various communicative modes and active listening.
- Strong working knowledge of the field or discipline, with the ability to build relationships and identify problems and their sources.
What We Offer:
This is an hourly, non-exempt position, with a competitive hourly rate range of $27-29/hr. We offer a dynamic and supportive work environment, with opportunities for growth and development.
Who We Are:
API is the global leader in crew accommodation solutions, and we are changing the way businesses manage travel. Our technology platform streamlines the entire crew planning process, making day-to-day operations more efficient and elevating the crew layover experience. We are looking for dynamic, creative, and tech-savvy individuals to join our team.
How to Apply:
If you are passionate about hard work, providing impeccable service, technology, and solutions to our clients, then API may be a great fit for you! Please submit your application to join our team as a Call Center Operations Supervisor.
