Customer Service Operations Supervisor

2 weeks ago


Kissimmee, Florida, United States Marriott International Inc Full time

Job Overview

POSITION SUMMARY


Manages the daily operations of the customer service center to guarantee that clients and prospective clients receive prompt and effective telephone assistance while maximizing revenue opportunities.

Facilitates both initial and ongoing training for customer service personnel. Aids in the preparation and management of the center's operational and capital budgets. Monitors performance metrics and analyzes data for current and historical trends. Acts as the Reservations Manager during their absence.

CANDIDATE PROFILE

Education and Experience

  • Bachelor's degree in Business, Hospitality, or a related field; at least 3 years of experience in a high-volume customer service environment with a minimum of 1 year in a supervisory role.
OR

  • Associate degree from an accredited institution in Business, Hospitality, or a related field; at least 1 year of experience in a high-volume customer service environment with 1 year in a supervisory role.

CORE WORK ACTIVITIES

Overseeing Daily Customer Service Operations

  • Directs daily operations of the customer service center, focusing on staff performance, productivity, and service quality.
  • Equips all Customer Service Agents with the necessary tools to effectively perform their daily tasks.
  • Monitors all systems related to customer service operations.
  • Assists Customer Service Agents in addressing client complaints and resolving issues.

Supporting Reservations Management

  • Provides assistance with reservation and ticketing management tasks as needed.
  • Serves as the Reservations Manager in their absence.
  • Monitors data related to group reservation forecasts.
  • Tracks no-show reservations and processes charges as required.
  • Reviews daily arrivals to ensure all necessary billing instructions are applied to reservations.

Tracking Customer Service Objectives

  • Assists in the preparation and management of the customer service center's operational and capital budgets.
  • Monitors key performance indicators such as call volume, abandonment rates, and calls in queue to prepare forecasts and set daily objectives.
  • Analyzes statistics for both current and historical performance.
  • Delivers exceptional customer service to enhance customer satisfaction and loyalty by assisting clients and ensuring their contentment throughout their experience.

Managing Human Resource Functions

  • Facilitates initial and ongoing training for customer service staff.
  • Assists in the recruitment and selection of personnel; recommendations regarding hiring, promotions, or other changes in employee status are highly valued.
  • Oversees employee performance, including addressing complaints and executing disciplinary actions as necessary.
  • Plans and allocates work among employees, including setting and adjusting pay rates and work hours.
  • Ensures the safety and security of employees and property.
The salary range for this position is $51,000 to $68,000 annually.

Marriott offers a bonus program, comprehensive health care benefits, a 401(k) plan with up to 5% company match, an employee stock purchase plan at a 15% discount, accrued paid time off (including sick leave where applicable), life insurance, group disability insurance, travel discounts, adoption assistance, paid parental leave, health savings account (except for positions based out of or performed in Hawaii), flexible spending accounts, tuition assistance, pre-tax commuter benefits, other life and work wellness benefits, and may include other incentives such as stock awards and deferred compensation plans.

Benefits and incentive compensation may be subject to generally applicable eligibility, waiting period, contribution, and other requirements and conditions.

The compensation and benefits information is provided as of the date of this posting.

Marriott reserves the right to modify compensation and benefits at any time, with or without notice, subject to applicable law.

Marriott International is an equal opportunity employer. We believe in hiring a diverse workforce and sustaining an inclusive, people-first culture.

We are committed to non-discrimination on any protected basis, such as disability and veteran status, or any other basis covered under applicable law.


About the Team


Why settle for less when you can have MORE - all under one roof? With our expertise and leadership in meetings and experiences, Gaylord Hotels intentionally create environments, services, and programming that bring people together in extraordinary ways.

The core of our brand consists of STARs, who are innovative, entrepreneurial, and dedicated to providing thoughtful, big-hearted service to guests.

At Gaylord, we offer STARs opportunities that extend beyond those of a traditional hotel, providing endless career possibilities, additional perks, and MORE.

In joining Gaylord, you become part of a portfolio of brands under Marriott International.

Be where you can excel, begin your journey, belong to an incredible global team, and become the best version of yourself.



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