Reservations Supervisor - Call Centre Environment R9000 - R10000

Reservations Supervisor

A luxury Hotels and Resorts group with a Call Centre requires a highly competent and experienced Reservations Supervisor with Call Centre experience.

Core Competencies include:

1. Accurate, organized, and able to multitask.
2. Excellent communication skills (verbal and written).
3. Bilingual would be an advantage.
4. Strong customer service orientation and influencing skills.
5. Excellent interpersonal and decision-making skills.
6. Well presented with excellent elocution and conscious of brand representation.
7. Ability to work independently and use initiative along with problem-solving abilities.
8. Ability to build strong relationships with clients, colleagues, and management.
9. Good analytical skills with attention to detail.
10. Team player who can achieve objectives as set out by management.
11. Customer-oriented and able to work under pressure.
12. Dependable.

Duties & Responsibilities:

1. Ensure that daily, monthly, and annual targets are met.
2. Monitor and report on daily stats and performance.
3. Mentor and coach staff daily to ensure maximum efficiency and productivity.
4. Analyze reports and identify problem areas needing immediate corrective action.
5. Perform performance management, coaching, and training of the team.
6. Assist with day-to-day operations of the reservations call centre.
7. Ensure work is evenly distributed among the team.
8. Resolve escalated queries in a timely manner.
9. Supervise, guide, and provide direction to the team.

Desired Experience & Qualifications:

1. Proficiency in MS Office and electronic mail.
2. Previous Call Centre Supervisory experience is an advantage.
3. Knowledge of Call Centre Management systems e.g., Genesys or similar dialler systems.
4. Strong administration experience.
5. Matric and minimum 2 years' experience in a call centre environment.

Package & Remuneration: HR Services, Recruitment & Selection.