Call Center Manager

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

• Bachelor’s 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 center’s 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

The salary range for this position is $51,000 to $68,000 annually. Marriott offers a bonus program, comprehensive health care benefits, 401(k) plan with up to 5% company match, employee stock purchase plan at 15% discount, accrued paid time off (including sick leave where applicable), life insurance, group disability insurance, travel discounts, adoption assistance, paid parental leave, health savings account (except for positions based out of or performed in Hawaii), flexible spending accounts, tuition assistance, pre-tax commuter benefits, other life and work wellness benefits, and may include other incentives such as stock awards and deferred compensation plans. Benefits and incentive compensation may be subject to generally applicable eligibility, waiting period, contribution, and other requirements and conditions.

The compensation and benefits information is provided as of the date of this posting. Marriott reserves the right to modify compensation and benefits at any time, with or without notice, subject to applicable law.

Marriott International is an equal opportunity employer. We believe in hiring a diverse workforce and sustaining an inclusive, people-first culture. We are committed to non-discrimination on any protected basis, such as disability and veteran status, or any other basis covered under applicable law.

Why have less when you can have MORE — all under one roof? Rooted in our expertise and leadership in meetings and experiences, Gaylord Hotels intentionally deliver environments, services and programming that bring people together in an extraordinary way. The heart of our brand are STARs, who are creative, entrepreneurial and dedicated to providing thoughtful, big-hearted service to guests. At Gaylord, we provide STARs with opportunities well beyond that of a traditional hotel—offering you endless career opportunities, the extras, and MORE. In joining Gaylord, you join a portfolio of brands with Marriott International. Be where you can do your best work, begin your purpose, belong to an amazing global team, and become the best version of you.

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