Call Center Manager

Responsibilities

Team Leadership & Supervision

• Hire, train, coach, and manage call center representatives to ensure exceptional customer support.
• Monitor daily operations, ensuring compliance with established policies and procedures.
• Assist agents with challenging calls and conflict resolution.
• Lead team meetings and set clear expectations for staff performance.
• Evaluate staff performance and take corrective action as necessary.

Training & Development

• Oversee training for new hires on reservation procedures and VHC core standards.
• Provide ongoing coaching to enhance staff performance and adherence to protocols.
• Organize regular training sessions on problem-solving, conflict resolution, and upselling techniques.

Operational Efficiency & Reporting

• Analyze call center data and metrics to prepare reports for management.
• Develop and implement objectives and action plans for call center activities.
• Manage budgets and expenses, including monthly invoices.
• Prepare work schedules to ensure optimal resource use.

Customer Service & Quality Assurance

• Ensure customer inquiries are handled promptly and professionally.
• Monitor calls to improve quality and evaluate agent performance.
• Establish strategies to boost customer satisfaction and productivity.
• Address guest complaints and escalate unresolved issues as necessary.

Interdepartmental Coordination

• Collaborate with departments such as Front Desk, Housekeeping, and Food & Beverage for seamless service.
• Maintain knowledge of hotel offerings, promotions, and local attractions.
• Assist with special requests and reservations, ensuring effective communication.

Additional Responsibilities

• Ensure compliance with VHC standards and safety regulations.
• Participate in shift briefings and maintain regular attendance.
• Take on additional duties and projects as assigned by leadership.

Requirements

• 2 to 4 years of related experience, preferably in the hospitality industry.
• Experience in a call center environment is essential.
• Strong creative thinking and problem-solving skills.
• Detail-oriented with the ability to see the big picture.
• Self-starter capable of working independently and as part of a team.
• Strong analytical and communication skills.
• Proficient in Microsoft Office Suite (Word, Excel, Outlook, PowerPoint).
• Ability to analyze hotel systems (POS and PMS) and create/edit content for CRO.

Shift Requirements

• Primarily day shifts with flexibility for evening and weekend shifts as needed.

Company Information

Valencia Hotel Collection (VHC) is a cornerstone of the San Antonio community, known for our unique hotels that reflect the individuality of their locations. We are seeking exceptional talent to join our team and deliver outstanding customer service to our guests. Our hotels are designed for today’s passionate traveler, blending modern aesthetics with classic charm. If you're ready to be empowered to exceed expectations, we want to hear from you!