Reservations SupervisorA luxury Hotels and Resorts group with a Call Centre requires a highly competent and experienced Reservations Supervisor with Call Centre experience.Core Competencies include:Accurate, organized and able to multitask.Excellent communication skills (verbal and written).Bilingual would be an advantage.Strong customer service orientation and influencing skills.Excellent interpersonal and decision-making skills.Well presented with excellent elocution and conscious of brand representation.Ability to work independently and use initiative along with problem-solving abilities.Ability to build strong relationships with all stakeholders: clients, colleagues, and management.Must have good analytical skills with attention to detail.Must be a good team player and achieve objectives set out by management.Must be customer-oriented.Ability to work under pressure.Dependable.Duties & ResponsibilitiesEnsuring that daily, monthly, and annual targets are met.Monitor and report on daily stats and performance.Mentor and coach staff daily to ensure maximum efficiency and productivity.Analyzing reports and identifying problem areas which need immediate corrective action.Performance management, coaching, and training of the team.Assist with day-to-day operations of a reservations call centre.Ensure work is evenly distributed to the team.Ensure escalated queries are resolved timeously.Supervise, guide, and provide direction to the team.Desired Experience & QualificationMS Office and Electronic Mail.Previous Call Centre Supervisory experience will be an advantage.Knowledge of Call Centre Management systems e.g. Genesys or similar Dialler system.Strong administration experience.Matric and minimum 2 years' experience in a call centre environment.Package & RemunerationHR Services, Recruitment & Selection
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