Aug 20, 2019

Job ID 2019-3316 VoicePro Operations Leader US-FL-Orlando

  • TravelClick, Inc.
  • US-FL-Orlando
Full-Time Administration Customer Service Hospitality - Hotel Other

Job Description

  • 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

Basic Qualifications

Basic Qualifications  

  • 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

Additional Characteristics

  • 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


EEO Statement

“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.”



Security Clearance

NO Security Clearance

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