Contact Center Supervisor

Contact Center SupervisorSchulte Companies is seeking a dynamic, service-oriented Contact Center Supervisor to join our team Schulte Companies is an organization whose success is rooted in its service culture. Our mission is to exude hospitality, be respectful and authentic, prioritize the needs of our internal and external stakeholders above our own, and continuously strive to make a positive impact in all we do. We are passionate hoteliers eager to add like-minded people to our rapidly growing teamWhat's in it for you? When you join Schulte Companies, you'll be part of a team committed to an inclusive, employee-focused workplace that is invested in your development. We want you to feel engaged, empowered, and excited to grow with us. After all, we believe our greatest and most valuable asset is our people Schulte Companies provides a rewarding, fun and flexible work environment, exciting perks, an atmosphere designed to encourage and promote career growth within the company and a robust benefit package including, but not limited to:Work Today, Get Paid today, with Daily PayFree Telemedicine and Virtual Mental Health care access for All Associates starting day oneMultiple Health Insurance and Life Insurance options401k Plan + Company MatchPaid Time OffHoliday PayPet InsuranceEmployee Assistance ProgramSchulte Savings Marketplace Discounts on event tickets, electronics, gym memberships + moreOur Company: Schulte Companies is a leading third-party management company with deep, multi-generational experience in all facets of the hospitality industry. We are a diverse team of innovative hoteliers and restauranteurs operating more than 200 locations across 38 states and 3 countries. Our portfolio includes a wide array of reputable brands like Marriott, Hilton, IHG and Hyatt as well as many unique, independent, boutique and lifestyle properties and restaurants.Job Duties and ResponsibilitiesProcess all reservation requests, including changes and cancellations by phone, chat messaging, fax or other channels for all properties in an efficient, accurate and courteous way.Determine callers needs through active listening and using probing questions to satisfy and sell to those needs.Maintain a complete knowledge of each property to effectively sell the hotel and its services.Maintain an ongoing knowledge of various brand programs and initiatives.Must be able to speak to various brands and answer general brand questions.Must have the ability to handle guest service issue with proper resolution.Answer questions from staff and provide guidance and feedbackAnticipate escalations and take over calls when neededDevise ways to optimize procedures and keep staff motivatedEnsure standards, policies, and procedures are understood and followedKeep management informed on issues and problemsPerform other duties as assigned to meet business objectivesEducation and ExperienceMinimum of High School education, post-high school education preferredMinimum of 2 year in customer service role or sales experience preferredKnowledge, Skills and AbilitiesAble to develop and deliver effective trainingOutstanding communication and negotiation abilitiesA results-oriented approachExcellent organizational and leadership skillsAbility to work calmly under pressure manage time well, meet imposed deadlines and be flexibleComprehensive knowledge of technical and managerial applications of Outlook, PMS, CRES, Microsoft Office and all other appropriate PC applications.Proven call quality scoresMust have the ability to provide constructive feedback and coach agents on proper selling techniques as requiredMust have effective listening skillsMust be able to clearly communicate ideas and information using both verbal and written channelsAnalytical approach to problem solvingAbility to manage time well and be flexibleAbility to work nights, overnights, and weekendsThe hiring process may consist of a phone interview, manager(s) interview, drug screen, background check, reference checks, and potential employment assessment. This job description is only intended to provide a general description of the benefits and compensation applicable to this position. Paid Time Off (PTO) is available for eligible associates in accordance with the Company's Paid Time Off policy. Specific compensation and benefit details will be discussed during the interview process.Schulte Companies is an Equal Opportunity Employer.