Operations Center Supervisor

6 days ago

Melville, New York, United States Accommodations Plus International Full time

About the Role
This is a challenging and rewarding opportunity to join the Accommodations Plus International team as an Operations Center Supervisor. In this role, you will be responsible for the overall maintenance and supervision of the Operations Center office, ensuring that all client crew accommodations are satisfied to the proper level of the Service Level Agreement (SLA).

Key Responsibilities
- Supervise Operations Agents' activities to ensure efficient and effective customer service support while assuring all hotel and transportation requests are properly acted upon
- Monitor and oversee the timely execution of various department activities, including workload queues, group email accounts, and faxes
- Establish and maintain effective communication with client functional departments to ensure client expectations are being met
- Monitor and enforce quality expectations by reviewing, coaching, and counseling Operations Agents on their phone customer service
- Assist in the development of training programs to meet ongoing client service requirements by identifying and coordinating training needs
- Engage and motivate Operations Agents, provide statistical feedback, and provide corrective feedback as necessary
- Resolve operational issues caused by unconventional and/or complex client requirements, and evaluate the overall impact of delays on the current day's operation
- Maintain a chronological shift log for recording key data for actionable requests that may require management resolution
- Monitor processes to improve quality results by recommending changes, and monitor and ensure completion of reports as required by API policy

Qualifications
- A Bachelor's Degree (or its equivalent) and two years of call center, airline operations control center, API Operations Center, or crew scheduling experience is required
- Excellent customer focus, objectivity, and dependability, with the ability to use careful, measured judgment and decision making
- Strong critical thinking abilities, with the ability to manage, motivate, develop, and direct people in their work to achieve common organizational goals
- Superior communication skills, with the ability to engage in various communicative modes and be attuned to others through strong active listening skills
- Ability to identify problems, their sources, and their potential solutions while continuing to successfully conduct daily operations without interruption
- Strong working knowledge of one's field or discipline, with the ability to become fully aware and informed of current trends, developments, and changes in the sub-industry

About Accommodations Plus International
Accommodations Plus International is the global leader for crew accommodation solutions, changing the way businesses manage travel. Our technology platform streamlines the entire crew planning process, making day-to-day operations more efficient and elevating the crew layover experience. We are looking for dynamic, creative, and tech-savvy individuals to join our team.

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