Call Center Supervisor

Camelback Resort; Northern (KY); Hybrid; USD 42,000 - 60,000; Full time

Job summary

Camelback Resorts in Tannersville, PA seeks a Call Center Supervisor to lead daily reservations operations, coach and develop Reservation Sales Agents, and ensure an accurate, guest-focused experience across phone, email, chat and website channels.

You will monitor performance metrics, collaborate with Sales, Marketing and other departments, conduct training, audits, and ongoing feedback, and help maintain high service standards while supporting the Reservations Manager.

Qualifications

• Must be at least 18 years old.
• Prior supervisory or leadership experience in a fast-paced call center, reservations, hotel, or front desk environment preferred.
• Must have a flexible work schedule, including weekends.

Responsibilities

• Monitor all communication channels and adjust agent coverage to ensure appropriate response times and operational efficiency.
• Support, coach, and motivate Reservation Sales Agents to achieve daily and department KPIs.
• Monitor and utilize department tools and performance data to support team performance and goals.
• Serve as a liaison between Reservations, Sales, Marketing and other departments to ensure accurate, timely communication.
• Ensure agents are informed of initiatives, standards, policies and procedures and provide ongoing coaching and feedback.
• Assist guests across phone, email, chat, reservation systems, PMS and website channels to support KPIs and guest service.
• Handle guest concerns and complaints professionally and escalate when necessary.
• Conduct audits of reservations for accuracy and proper documentation and adherence to policies.
• Assist with recruiting, onboarding, training, coaching and developing Reservation Sales Agents.
• Identify training needs and coordinate appropriate development opportunities.
• Monitor agent performance across channels to ensure consistent service standards.
• Maintain positive relationships and professional communication with associates Resort-wide.
• Lead by example with professionalism, accountability, teamwork and guest service.
• Support the Reservations Manager with operational initiatives and projects as assigned.

Skills

Leadership

Coaching

Customer service

Job description

Camelback Resorts
Tannersville, PA 18372, USA

Description

Job Title: Call Center Supervisor

Department: Call Center

Reports to: Director of Contact Center Operations

The Reservations Supervisor oversees daily reservations operations, supports and develops Reservation Sales Agents, monitors communication channels and performance metrics, and ensures an efficient, accurate, and guest-focused reservation experience.

Key Responsibilities:

• Monitor all communication channels and dynamically adjust agent coverage to ensure appropriate response times and operational efficiency.
• Support, coach, and motivate Reservation Sales Agents to achieve daily and department Key Performance Indicators (KPIs).
• Monitor and utilize department tools and performance data, including ACD data models, 4 Keys, and 7 Essentials, to support team performance and operational goals.
• Serve as a liaison between Reservations, Sales, Marketing, and other Resort departments to ensure accurate and timely communication of information, promotions, initiatives, and operational updates.
• Ensure Reservation Sales Agents are informed of department initiatives, standards, policies, and procedures and provide ongoing coaching and feedback.
• Assist guests across phone, email, chat, reservation systems, PMS, and website channels as needed to support department KPIs and provide exceptional service.
• Handle guest concerns and complaints in a professional and appropriate manner, escalating issues when necessary.
• Conduct audits of reservations for accuracy and completeness, ensuring proper documentation, adherence to policies, and minimization of errors.
• Assist with recruiting, onboarding, training, coaching, and developing Reservation Sales Agents to build a knowledgeable, engaged, and results-driven team.
• Identify individual and team training needs and coordinate appropriate training and development opportunities.
• Monitor Agent performance across multiple communication channels and systems to ensure consistent service standards and efficient handling of guest inquiries.
• Maintain positive working relationships and professional communication with associates throughout the Resort.
• Lead by example by demonstrating professionalism, accountability, teamwork, and a strong commitment to guest service.
• Support the Reservations Manager with operational initiatives, projects, and other departmental needs as assigned.
• Perform other duties and/or projects as assigned by leadership.

Qualifications & Requirements:

• Must be at least 18 years of age.
• Prior supervisory or leadership experience in a fast-paced call center, reservations, hotel, or front desk environment preferred.
• Must have a flexible work schedule, including weekends,