Remote Call Center Supervisor - Reservations Leader

Delaware North; Buffalo (NY); Hybride; USD 23 000 - 28 000; Plein temps

Avantages offerts par ce poste

Weekly pay

Training & development

Employee discounts

Flexible schedules

Health insurance

401(k) match

Paid time off

Résumé du poste

Delaware North is hiring a full-time remote Call Center Supervisor to lead the Reservation Center team from our Buffalo, New York headquarters. Some in-person training will be required; onboarding as a Reservation Agent lasts 90 days before assuming full supervisor duties.

The role focuses on guest service, operations efficiency, coaching staff, monitoring KPIs, and resolving issues. We offer weekly pay, training opportunities, employee discounts, flexible schedules, and a comprehensive benefits

Qualifications

• Previous customer service and leadership experience.
• Excellent verbal, written, and email communication skills.
• Strong problem-solving, analytical, and root cause analysis skills.
• Experience coaching and developing team members.

Responsabilités

• Support reservation agents with escalations, billing issues, and guest concerns to ensure timely resolution
• Coach and develop team members through audits, individual meetings, performance reviews, onboarding, and ongoing training
• Monitor department KPIs, productivity goals, service levels, and guest satisfaction metrics to identify performance gaps
• Implement process improvements and best practices that strengthen operational efficiency and the guest experience
• Troubleshoot system issues and coordinate reporting or escalation to maintain smooth operations
• Manage department communications, standard operating procedures, and email response standards to ensure consistency
• Partner with leadership and cross-functional teams to resolve reservation, inventory, rate, and system discrepancies
• Analyze trends, conduct root cause analysis, and recommend solutions while maintaining professional stakeholder communication

Connaissances

Leadership

Communication

Problem solving

Coaching

Multitasking

Data analysis

Hospitality

Call center ops

Tech savvy

Description du poste

Delaware North is hiring a full-time remote Call Center Supervisor to lead the Reservation Center team from our Buffalo, New York headquarters. Some in-person training will be required; onboarding as a Reservation Agent lasts 90 days before assuming full supervisor duties.

The role focuses on guest service, operations efficiency, coaching staff, monitoring KPIs, and resolving issues. We offer weekly pay, training opportunities, employee discounts, flexible schedules, and a comprehensive benefits