Hotel Call Center Leader

geyserfalls; Northern (KY); Hybrid; USD 18,000 - 23,000; Full time

Job summary

Pearl River Resort Associates is seeking a Call Center Supervisor to oversee the successful operation of the call center at our Choctaw MS property. You will ensure calls are answered promptly, information is accurate, and staff deliver high-quality guest service on site.

The role requires a high school diploma or GED, at least 1 year in a reservation/call center/PBX setting, and preferably 1 year of supervisory experience in a large resort.

Qualifications

• High School Diploma or GED required.
• Minimum 1 year experience in Reservation/Call Center/PBX environment.
• One year supervisory or management experience in a large-scale resort preferred.

Responsibilities

• Manage the Call Center to ensure calls are answered and connected promptly.
• Adhere to company policies, practices and safety guidelines.
• Maintain staffing by interviewing, hiring, training, scheduling and evaluating associates.
• Supervise the Call Center staff to ensure prompt, efficient service.
• Ensure SOPs and quality standards are met while exceeding guest expectations.
• Train and supervise day‑to‑day activities of the Call Center associates.
• Resolve problems and minor guest conflicts in a fair manner.
• Assist with equipment repairs and system maintenance as needed.
• Maintain accurate departmental records and reports.
• Lead by example and uphold regular attendance.
• Direct supervision includes interviewing, hiring, training, planning and evaluating staff.

Skills

Call Center Management

Supervisory Experience

Team Leadership

Customer Service

Education

High School Diploma or GED

1 year call center/PBX experience

Tools

CMS

LMS

Synkros

Job description

Pearl River Resort Associates is seeking a Call Center Supervisor to oversee the successful operation of the call center at our Choctaw MS property. You will ensure calls are answered promptly, information is accurate, and staff deliver high-quality guest service on site.

The role requires a high school diploma or GED, at least 1 year in a reservation/call center/PBX setting, and preferably 1 year of supervisory experience in a large resort.