Reservations Supervisor ( Contact Center)

The Supervisor will provide supervision, direction and leadership in the Reservations department in accordance with the objectives, performance and quality standards, reporting directly to the Reservation Manager.


Key Tasks and Responsibilities

  • Motivating and inspiring the team to surpass their email, sales and service potential
  • Communicating the company’s purpose, core values and vision to employees
  • Exceeding and meeting departmental objectives, including reservation net revenue, incremental sales, conversion targets and lead generation
  • Looking constantly for development as well as continuous improvement including monitoring, organizing, and coaching the team on a day to day basis
  • Ensure monthly bonus reviews and annual employee appraisals are being conducted
  • Coaching and motivating staff members
  • Creating a sense of urgency within the employees and resolving employee issues
  • Monitor employee attendance and adherence to their schedules as designed
  • Handle escalated calls, complaints, questions, and queries as necessary
  • Strong knowledge of customer care techniques and processes
  • Ensure all employee side-by-side and call evaluations are conducted
  • Facilitating cross functional communication within the company for improved working condition.
  • Actively participate in monthly and weekly meetings
  • Documenting general reports on each team member’s performance and targets as well as ensuring that they exceed these targets.
  • Prioritizing and meeting deadlines from multi-staff members within the department.
  • Managing payroll and staff vacation requests.
  • Excellent organization and planning skills.
  • Excellent analytical and listening skills

Your Qualities

  • Strong knowledge of customer care techniques and processes
  • Must have a minimum of 1-2 years managerial experience. Managerial position in a contact center environment preferred or contact center experience
  • Must have good supervisory and strong communication skills
  • Must have the ability to work under stressful and unusual situations in order to maintain good customer service
  • Exceptional interpersonal skills required
  • Strong organizational skills with the ability to multi-task
  • Ability to coach, motivate and interact with others
  • Ability to prioritize and meet deadlines from multi-staff members within the department
  • Must be at least 18 years old
  • Must be able to work 40 hours per week and overtime when necessary
  • Must be able to work a flexible schedule including holidays, weekends, day and/or evening hours
  • Ability to communicate in other languages (French, Portuguese, Hebrew, German, etc.) is a plus

Why Choose Sixt?

As a global mobility service provider, SIXT is well-known for over a century of innovative products and customer-orientated services. The company’s success and dynamic growth is based on their employees’ commitment. We champion an energized work culture, development opportunities and growth potential! In addition, we offer a competitive salary and employee benefits.

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