E227 Supervisor, Call Centre

E227 Supervisor, Call Centre

17 Nov
Red Label Vacations

17 Nov

Red Label Vacations



Bringing and encouraging call center employees (groups and retail) to meet call center objectives and provide excellent customer service

Key Results and Activities

- Supervise groups and retail team members on a daily basis as required

- Communicate statistical data to team members and encourage / motivate them to achieve objectives

- Define strategies to help employees increase sales and improve their quality of customer service as well as their ability to work in groups

- Identify and implement a training plan, working with Training Manager, to address performance issues and quality sales service

- Identify problems and resolve them as soon as possible

- Keep abreast of the latest products, services, promotions,

procedures, and technologies

- Respond to internal request forms

- Assist the Groups Department with group requests when required

- Process group bookings with accuracy and detail and re-book clients if required

- Create and maintain accurate invoices for every group booking in Clientlinq

- Discipline members of the team (in collaboration with human resources and the Director)

- Conduct staff performance and call quality appraisal

- Create a positive working environment to ensure a good level of motivation, ensure good customer service and avoid frequent rotation of staff

- Collect feedback, solve problems between employees and then identify and implement improvement measures

- Respond to escalated calls

- Achieve the results and objectives of the call center

- Maintain an ongoing and positive relationship with other departments

- Perform administrative duties as required

- Other functions that can be assigned by management

Specialized Knowledge, Skills, Attributes Required

· Relationship and leadership skills

· Sales and coaching skills

· Good skills in effective time management, organizing and managing several tasks at once

· Facilitating problem-solving and decision-making

· Good work ethic and reliability

· Precision, rigor and attention to detail

· Ability to adapt quickly and efficiently to frequent changes

· Ability to work as a team

Academic Qualifications and Experience

· Minimum of a high school diploma - or equivalent

· Diploma of travel / tourism studies or equivalent experience related to the travel industry

· Three to five years of practical experience or experience in performing similar tasks (mandatory)

Effort (Physical/Mental Effort)

· Ability to work well under pressure and meet deadlines

· Ability to adapt quickly and effectively to frequent changes

Working Conditions

· Call center environment

· Remote work environment

· Shifts

Job Types: Full-time, Permanent


- Dental care

- Disability insurance

- Employee assistance program

- Extended health care

- Life insurance

- Paid time off

- Vision care

- Work from home


- 8 hour shift


- travel industry: 3 years (preferred)

- travel agent: 3 years (preferred)

- reservation agent: 3 years (preferred)

- assist agents with training, call quality: 1 year (preferred)

- Supervisor: 1 year (preferred)

- groups and retail travel: 1 year (preferred)

Work remotely:

- Temporarily due to COVID-19

The original job offer can be found in Kit Job:

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