Call Center Operations Leader

3 weeks ago


Denver, Colorado, United States The One Group Full time
About This Role:

The One Group is seeking a skilled Reservations Supervisor to join our team in Denver, CO. As a key member of our Call Center team, you will be responsible for overseeing the day-to-day operations, ensuring excellent customer service, and managing a team of Reservation Agents.

Main Responsibilities:
  • Oversight of Reservation Agents and monitoring of phone calls and emails to ensure adherence to TOG standard procedures
  • Weekly full venue checks using OpenTable to identify irregular patterns and opportunities for improvement
  • Assigning daily tasks and ensuring their completion, as well as addressing any concerns or issues that may arise
  • Maintaining accurate employee records, including development and counseling information
Requirements and Qualifications:
  • High school diploma or equivalent required; bachelor's degree preferred
  • Minimum 2 years of experience in reservations or call center management
  • Excellent leadership and communication skills, with the ability to motivate and guide a team
  • Strong analytical and problem-solving skills, with the ability to identify opportunities for improvement
Compensation and Benefits:
  • Competitive salary: $55,000 - $65,000 per year
  • Comprehensive benefits package, including medical, dental, vision, and life insurance
  • 401(k) plan with company match
  • Paid time off and holidays
  • Employee assistance program (EAP)
Perks and Incentives:
  • Free meals provided while working
  • $250 monthly commuter bonus for full-time employees
  • Flexible scheduling options to accommodate work-life balance


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