Assistant Call Center Manager - IL

Anchor Point Management Group; Evergreen Park (IL); On-site; USD 23,000 - 26,000; Full time

Job summary

Anchor Point Management Group is seeking a Call Center Operations Manager in Illinois to supervise reservations staff, mentor team members, and ensure excellent guest service. You will analyze call metrics, coach on performance, and coordinate scheduling to maintain strong coverage during peak periods.

The role emphasizes talent development, timely responses to inquiries, and ongoing feedback to improve call center quality and guest satisfaction.

Qualifications

• 2–5 years of people management experience in a service environment.
• Experience supervising a call center or reservations team preferred.
• Strong communication and conflict resolution skills.

Responsibilities

• Supervise reservation center associates and ensure quality service.
• Recruit, develop, and retain call center staff.
• Coach and train team members.
• Review phone system reports daily.
• Handle escalated guest concerns.
• Coordinate scheduling and coverage.
• Communicate with field teams as needed.

Skills

People management

Customer service

Coaching

Team leadership

Job description

Job DetailsSalary Range: $17.00 - $19.00 HourlyPosition Summary:

The Call Center Operations Manager is responsible for supervising the reservation center associatesand ensuring that our guests are receiving the best call center experience possible by providingour guests with friendly, professional service all in a timely manner. They are also responsiblefor recruiting, development and retention of talent as well as coaching and training.

Duties and Responsibilities:

• Support and assist reservation center associates by answering all questions and providingfeedback on quality of call and/or performance.


• Research booking errors and provide feedback to reservation center associates.


• Review and analyze phone system reports on a daily basis.


• Assist answering phone calls during high call volume.


• Ensure daily tasks are being performed by reservations center associates.


• Conduct pep talks during shift to help motivate and set goals for the team.


• Facilitate monthly team meeting to review performance metrics and teach an educational learningopportunity.


• Conduct individual performance evaluations monthly.


• Handle escalated guest concern calls


• Act as a point of contact for RCAs who have questions, concerns or ideas


• Provide coverage when staffing needs are low or when call volume is high


• Meet with Reservation Center Manager consistently to discuss challenges, accomplishments, ordepartment feedback and needs


• Ensure that email inquiries are being responded to in a timely manner


• Provide support to RCA associates with any questions regarding emails or guest concerns.


• Assist with wax pass refunds


• Process and contact guests who have past due payments


• Check open invoices for all centers


• Assist CM with scheduling for all associates at the call center


• Be a point of contact for our team in the field when they have questions or concerns

QualificationsKnowledge and Skill Requirements:

Two - five years of people management experience in a service-oriented environment