Reservations Center Manager

About the role

The Reservations Center Manager leads the call‑center team to deliver exceptional customer service, meet performance targets and drive continuous improvement. Reporting to senior leadership, the manager oversees supervisors and agents, ensuring service standards while supporting employee development and operational efficiency.

Key responsibilities

• Ensure agents consistently meet or exceed service level goals and achieve high after‑call survey participation.
• Identify workflow improvements, monitor system issues and coordinate timely resolutions.
• Coach and mentor supervisors and frontline staff, manage training needs and oversee bi‑weekly team meetings.
• Maintain quality by reviewing low‑score calls, transferred calls and hold times, and provide corrective feedback.
• Handle escalated customer issues, track performance metrics, and manage payroll, scheduling and time‑off requests with accuracy.
• Support sales and service teams in overcoming objections and resolve service‑level challenges.
• Administer employee documentation, disciplinary actions, resignations and terminations in line with company policies.

Required profile

• Bachelor’s degree in Business Administration, Management, Hospitality, Communications or a related field.
• 5+ years of people‑management experience, including at least 1 year managing supervisors and frontline teams in a call‑center environment.
• Strong leadership, coaching and performance‑management abilities.
• Excellent verbal and written communication skills in English.
• Willingness to work shifts aligned with international time zones, including weekends and public holidays.

Required skills

• Experience with CRM systems.
• Proficiency in telephony platforms.
• Familiarity with workforce management systems.