CEC Operations Team Lead

4 days ago

Nashville, Tennessee, United States Loews Hotels, LLC Full time

Overview

Loews Hotels, LLC is a leading owner and operator of luxury hotels with a portfolio consisting of 26 properties in the United States and Canada.

We are currently seeking a highly skilled CEC Operations Team Lead to join our team. As a CEC Operations Team Lead, you will be responsible for overseeing the daily operations of our Customer Engagement Center (CEC), ensuring that our guests receive exceptional service and support.

About the Role

The ideal candidate will have a strong background in customer service, with experience in managing teams and handling guest complaints. You will be responsible for maintaining high levels of customer satisfaction, resolving issues promptly, and providing excellent communication skills.

Key Responsibilities:

  • Manage the daily operations of the CEC, ensuring that all tasks are completed efficiently and effectively.
  • Supervise a team of Customer Engagement Center agents, providing guidance and coaching as needed.
  • Monitor call volume and minimize abandonment rates through data-informed floor management.
  • Maintain agent availability and adherence to the schedule.
  • Assist in coordinating time and attendance tracking for all teams within the CEC.
  • Communicate information and staffing updates with the leadership team as necessary.
  • Ensure timely and accurate communication with the Assistant Manager of Operations Systems and those impacted by systems updates, outages, changes, and functionalities.
  • Serve as a first point of escalation for guest issues, ensuring they are handled promptly and professionally with appropriate documentation.
  • Actively engage the team, listening for and focusing on their distinctive set of issues to anticipate their systems and operations-related needs.
  • Collaborate with other CEC Managers and leaders to identify exceptional performance, education gaps, and sub-standard engagement from team members.
  • Establish and maintain thorough and professional communication with our properties and other internal Loews departments, ensuring that all team member requests are clearly noted and documented in the appropriate system.

Requirements:

  • Demonstrated ability to read and communicate effectively and professionally both writing and speaking - in English.
  • Proficient in assigned guest engagement-facing roles (Travel Planning, Guest Services, Group Sales, etc.) and the communication channels used by each.
  • Robust understanding of and a commitment to continual learning regarding active systems utilized by CEC team.
  • An individual who is self-directed and self-motivated while being team-focused.
  • An active contributor to a collaborative and cooperative working environment.
  • The ability to maintain confidentiality.
  • A demonstrated willingness to maintain professionalism and composure while making sound business decisions in stressful situations.
  • Adaptability, evidenced in the self-directed ability to organize a workload and adapt quickly to change.
  • A demonstrated ability to perform both standard and intermediate spreadsheet functions using Microsoft Excel.
  • Proficiency in windows-based computer programs to include e-mail (Outlook), internet, and word processing applications (Word).

Preferred Qualifications:

  • Previous experience as a supervisor or manager in a similar-sized operation.

Benefits:

We offer a competitive salary range of $$63,500-$75,000 per year, depending on experience.

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