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Contact Center Manager
The Contact Center Manager will oversee the daily operations of the Call Center, ensuring that our guests receive prompt, friendly, and effective assistance This role requires a strong leader who can manage and motivate a team of Customer Support Agents, implement effective processes, and maintain a high level of service quality The ideal candidate will have a passion for customer service, excellent communication skills, and experience in a fast-paced call center environment	Job Description
Team Leadership & Development Lead, coach, and develop a team of Guest Support Agents to achieve performance goals and maintain high levels of customer satisfaction Conduct regular team meetings, training sessions, and one-on-one coaching to ensure continuous improvement Monitor team performance, provide feedback, and implement strategies to address performance gaps Ensure that all guest inquiries, complaints, and requests are handled professionally and efficiently Develop and implement processes and policies to enhance the guest experience and resolve issues quickly Analyze customer feedback and trends to identify opportunities for service improvement	Key Responsibilities
Experience years + 5 of experience in a call center environment, with at least 2 years in a supervisory or management role Experience in the hospitality industry, particularly with online booking platforms, is highly desirabl Skills Strong leadership and team management skills with the ability to inspire and motivate others Excellent communication and interpersonal skills Proficient in using call center software, CRM systems, and other relevant tools Analytical mindset with the ability to interpret data and make data-driven decisions Strong problem-solving skills and the ability to handle difficult situations with poise Education Bachelor’s degree in Industrial Engineering, Business Administration, or Hospitality Management Other Requirements Ability to work flexible hours, including evenings, weekends, and holidays as needed	Qualifications
Oversee daily operations to ensure that all processes run smoothly and efficiently Develop, implement, and monitor operational policies and procedures Ensure compliance with company policies and industry regulations	Operations Management
Gender: Any Age: From 27 to 38 Develop contingency plans and coordinate with relevant teams to ensure timely resolution of critical issues Handle escalated issues, including complex guest complaints, service failures, and emergency situations	Crisis Management