Reservations Call Center Supervisor (Hyannis, MA)
Cape Air - Hyannis, MA

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Hyannis, MA, Full-Time/Year-Round SUMMARY:

The Call Center Supervisor will provide leadership, oversight, and direction to the Reservations Call Center, City Ticket Offices and Regional Airport team members with the aim to promote excellent customer service to customers, internal and external stakeholders and business partners.

PRIMARY RESPONSIBILITIES:
  • Clearly communicate job requirements and company expectations, ensuring application of company and regulatory policies and procedures in a way that is consistent with the company’s corporate culture
  • Motivate agents to achieve performance standards and mentor and reward agents as appropriate
  • Promote the spirit of MOCHA HAGoTDI
  • Provide feedback to agents in a timely, meaningful manner to promote excellent customer service through regular call monitoring, as well as formal and informal reviews
  • Assist employees to resolve customer problems, striving toward the goal of “first call resolution”
  • Develop a thorough knowledge of the Passenger Service System (PSS), company policies, procedures, fare rules, sales channels and other required sources of information involved in serving the customer
  • Guide agents to apply policies in a flexible manner, listening to customer requests carefully and balancing policies with other customer-based considerations
  • Understand, monitor, and record call system stats and use the system information to enhance customer service
  • Facilitate regular and effective communication with other departments, particularly SOC, IT and Airports
  • Represent the department as needed in cross collaborative meetings
  • Promote the spirit of MOCHA HAGoTDI
  • Support the Reservations Manager with department initiatives
  • Additional duties as assigned

QUALIFICATIONS:
  • Applicants with airline reservations, travel agency, or call center experience will be preferred
  • Previous leadership experience
  • Ability to multi-task in a stressful environment
  • Strong customer service and both oral/written communication skills
  • Must have a flexible schedule- this position will require working nights, weekends and holidays
  • Self-directed, proactive team player
  • Excellent communication skills – both verbal and written
  • Excellent computer skills
  • Able to provide direct and constructive feedback (both positive and corrective) in a fair, consistent, and respectful manner
  • Must exhibit exceptional knowledge of Cape Air and must embody the Cape Air MOCHA HAGoTDI spirit
JOB REFERENCE NUMBER: #2013238

TO APPLY: Please complete our online employment application by clicking HERE .

DEADLINE TO APPLY: Tuesday October 8, 2013 (11:59 pm EDT)

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About this company
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Cape Air has served Island-markets with a focus on leisure travel since 1989 and is experienced with the unique transportation needs of...