Call Center Manager

Job not on LinkedIn

February 17

Apply Now

Receive Emails with Similar Jobs

Wyndham Hotels & Resorts

WebsiteLinkedInAll Job Openings

B2C • Retail • Travel

Wyndham Hotels & Resorts is a global hospitality company offering a diverse portfolio of trusted hotel brands, suitable for all types of travelers, from business to leisure. With over 9,100 hotels across more than 95 countries, Wyndham provides flexible accommodation options, rewards programs, and travel bundles that include hotel stays, flights, and car rentals. The company also caters to meetings and events, providing spaces for groups to gather and conduct business.

1001 - 5000 employees

Founded 2018

👥 B2C

🛒 Retail

💰 Post-IPO Equity on 2023-05

📋 Description

• Call center managers hire, train, prepare, and motivate their staff members to provide excellent service to customers. • The set objectives, analyze call center metrics, ensure that the company and staff meet goals, and provide reliable, efficient support for customers. • Hiring, training, coaching, and leading call center representatives as they provide support for customers. • Answering representative’s questions, guiding them through difficult calls or issues, diffusing angry customers, or handling issues that cannot be fielded by representatives. • Leading team meetings, asking questions to better understand the calls representatives are receiving, educating, and coaching workers regarding processes and practices, and explaining expectations to employees. • Assisting other management team members in identifying trends and establishing call center goals. • Ensuring staff members are achieving desired service levels and taking corrective action, as needed. • Preparing reports and analyzing call center data to improve processes, ensure resources are properly allocated, and maximize efficiency and customer satisfaction. • Authorizing replacements or refunds. • Taking on other tasks or projects to support employees, other managers, and call center operations.

🎯 Requirements

• High school diploma or equivalent. • More education or experience in a related field may be preferred. • Ability to multitask and remain calm under pressure, especially during peak hours or intense situations. • Exceptional interpersonal, customer service, problem-solving, verbal and written communication, and conflict resolution skills. • Knowledge of management principles and familiarity with company products, services, and policies. • Strong coaching and leadership skills, ability to motivate employees. • Decisiveness and attention to detail. • Proficiency with the necessary technology, including computers, software applications, phone systems, etc. • Polite, professional phone voice.