The Reservations Center Manager is responsible for leading the call center team to deliver exceptional customer service, meet performance goals, and foster a culture of continuous improvement. This role oversees supervisors and agents, ensuring service standards are met while supporting employee development and operational efficiency.Responsibilities Call Center Operations:Ensure all agents are consistently meeting or exceeding service level goals.Drive participation and performance in after-call surveys.Identify and recommend workflow improvements to enhance efficiency and effectiveness.Monitor system-related issues and ensure timely resolution. Supervisor Oversight:Coach and mentor supervisors and frontline staff to support career development and drive performance.Identify training needs, monitor progress, and ensure timely completion of development plans.Lead bi-weekly team meetings with structured agendas focused on goals, updates, and performance insights.Promote a positive and supportive leadership culture, ensuring supervisors model effective communication, conflict resolution, and team engagement.Oversee the resolution of escalated customer issues, ensuring a high standard of service and satisfaction.Monitor and evaluate guest interactions, including low-score calls, transferred calls, and hold times, to ensure quality and consistency.Track agent performance and schedule adherence, providing timely feedback and corrective action when necessary.Maintain accurate documentation of employee concerns, performance issues, and disciplinary actions.Manage payroll, time-off requests, and scheduling with a high level of accuracy and attention to detail.Support sales and service teams in overcoming objections and resolving service-level challenges.Handle resignations and terminations in accordance with company policies and procedures.Troubleshoot and follow up on system-related issues to ensure timely resolution.RequirementsBachelor’s degree in Business Administration, Management, Hospitality, Communications, or a related field5+ years of people management experience, including at least 1 year in a call center environment managing supervisors and frontline teamsStrong leadership, coaching, and performance management skillsExcellent verbal and written communication skills in EnglishExperience working with CRM, telephony, and workforce management systemsAbility to operate effectively in a fast-paced, performance-driven environmentWillingness to work shifts aligned with international time zones, including weekends and public holidays as required
The Reservations Center Manager is responsible for leading the call center team to deliver exceptional customer service, meet performance goals, and foster a culture of continuous improvement. This role oversees supervisors and agents, ensuring service standards are met while supporting employee development and operational efficiency.
Responsibilities
Call Center Operations:
- Ensure all agents are consistently meeting or exceeding service level goals.
- Drive participation and performance in after-call surveys.
- Identify and recommend workflow improvements to enhance efficiency and effectiveness.
- Monitor system-related issues and ensure timely resolution.
Supervisor Oversight:
- Coach and mentor supervisors and frontline staff to support career development and drive performance.
- Identify training needs, monitor progress, and ensure timely completion of development plans.
- Lead bi-weekly team meetings with structured agendas focused on goals, updates, and performance insights.
- Promote a positive and supportive leadership culture, ensuring supervisors model effective communication, conflict resolution, and team engagement.
- Oversee the resolution of escalated customer issues, ensuring a high standard of service and satisfaction.
- Monitor and evaluate guest interactions, including low-score calls, transferred calls, and hold times, to ensure quality and consistency.
- Track agent performance and schedule adherence, providing timely feedback and corrective action when necessary.
- Maintain accurate documentation of employee concerns, performance issues, and disciplinary actions.
- Manage payroll, time-off requests, and scheduling with a high level of accuracy and attention to detail.
- Support sales and service teams in overcoming objections and resolving service-level challenges.
- Handle resignations and terminations in accordance with company policies and procedures.
- Troubleshoot and follow up on system-related issues to ensure timely resolution.
Requirements
- Bachelor’s degree in Business Administration, Management, Hospitality, Communications, or a related field
- 5+ years of people management experience, including at least 1 year in a call center environment managing supervisors and frontline teams
- Strong leadership, coaching, and performance management skills
- Excellent verbal and written communication skills in English
- Experience working with CRM, telephony, and workforce management systems
- Ability to operate effectively in a fast-paced, performance-driven environment
- Willingness to work shifts aligned with international time zones, including weekends and public holidays as required
Tatu City is a 5,000-acre new city on Nairobi’s doorstep with homes, schools, businesses, a shopping district, a medical clinic, nature areas and recreation for more than 250,000 residents and tens of thousands of day visitors. Tatu City’s schools educate thousands of students daily, and a range of homes suits all incomes and businesses that thrive in the country’s first operational Special Economic Zone. Located 30 minutes from Westlands, Tatu City represents a new way of living and thinking for all Kenyans in a live, work and play environment that is free from traffic congestion and long-distance commuting.Tatu City is a development by Rendeavour, Africa’s largest new city builder with 30,000 acres of visionary projects in growth trajectories across Ghana, Nigeria, Kenya, Zambia and the Democratic Republic of Congo.
Tatu City is a 5,000-acre new city on Nairobi’s doorstep with homes, schools, businesses, a shopping district, a medical clinic, nature areas and recreation for more than 250,000 residents and tens of thousands of day visitors. Tatu City’s schools educate thousands of students daily, and a range of homes suits all incomes and businesses that thrive in the country’s first operational Special Economic Zone. Located 30 minutes from Westlands, Tatu City represents a new way of living and thinking for all Kenyans in a live, work and play environment that is free from traffic congestion and long-distance commuting.
Tatu City is a development by Rendeavour, Africa’s largest new city builder with 30,000 acres of visionary projects in growth trajectories across Ghana, Nigeria, Kenya, Zambia and the Democratic Republic of Congo.
