Job ID 2019-3316 VoicePro Operations Leader US-FL-Orlando
Hospitality - Hotel
VoicePro Operations Leader
Job Locations US-FL-Orlando Job ID 2019-3316 Category Customer Experience
As an Operations Leader, you will be responsible to manage and mentor the VoicePro Reservations agents in the day-to-day performance of work, participate in the development of resource plans, and provide technical leadership.
VoicePro is a 24x7 call center; therefore, we are looking for someone with open availability.
Daily check in with Asst. Ops Manager or Senior Leader
Manage a team of 20-25 agents in the day-to-day performance of work on a specific shift, provide leadership and mentoring to maintain a collaborative, motivated positive team atmosphere
Conduct daily pre-shift meetings with agents
Assist agents with escalated calls
Works with Senior Leader to manage and coordinate work efforts. Ensures all assigned tasks are successfully completed within the committed timeframes and standards.
Perform other related duties as directed by the Senior Leadership Team
Monitor chat room and assist with agent questions
Ensure chat room is kept to professional conversation
Assist with guest escalations and booking constraints follow up
Drive Revenue thru the selling and up selling of reservations, room types and additional items.
Operate multiple computer applications accurately and effectively
Responsible for defined sales goals and targets
Responsible for understanding and complying with all policies, procedures, and regulations relating to job duties
High school diploma/GED required
1+ years of experience in Customer Service
Ability to work days, evenings, weekends, and holidays
Experience with Microsoft Office applications required
Experience in Front desk, Customer Service, Sales, Call Center or Hospitality a plus
Experience on property management systems; Opera, iHotelier, SynXis preferred but not required. Training provided
Ability to successfully multitask in fast paced environment using multiple computer applications
Strong oral and written communications, complex problem-solving capabilities and reading comprehension for business communications
Bilingual Speaking English/Spanish/Portuguese a plus
“All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, or protected veteran status.”
Join our outstanding global team and take your career to new heights at TravelClick. Become an integral part of our important mission to help more than 25,000 customers around the globe make better business decisions and to know, acquire, convert and retain guests. Help us to continuously improve our award-winning suite of solutions, provide better insights through our unique data and improve results for our hotel customers.
Whether you work from one of our offices across the globe or remotely, at TravelClick you will be challenged to achieve things you never thought possible.
Work with a team of innovators and like-minded results-oriented team members in the exciting hospitality industry. Thrive in a truly global environment and collaborate within a supportive culture with a team that cares about you, your unique skills and goals for the future.
At TravelClick, we are always looking for smart, energetic and hardworking people to join our team. We guarantee you’ll be challenged, grow and meet people from across the globe. It won’t always be easy but it will be fun and rewarding. And if you are like us, you wouldn’t want it any other way.