Call Center Operations Supervisor

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

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.