Job description

Applicants must be residents of Florida.
Primary responsibilities are to help oversee the daily operations of the Reservations Contact Center, coaching an assigned team of Contact Center agents, and provide support for various business needs as directed. The Supervisor will be accountable for agent training, coaching and development (under direction of Manager) to ensure consistently positive experiences are provided during every customer interaction. Will handle escalated interactions as necessary (customer requests to speak with a supervisor/manager).
Key responsibilities of the position include, but are not limited to:

• Leads, motivates, coaches, and develops a team of agents to deliver consistently positive experiences during every customer interaction
• Communicates with, motivates and appropriately rewards employees
• Monitors interaction service levels to ensure service department standards are met
• Monitors results through metrics of key performance indicators to identify and act on performance trends
• Monitors productivity of agents, coaches appropriately and updates findings to management
• Coordinates and supervises daily / weekly / monthly activities of assigned team; assists with the same for other teams as needed
• Assists agents with process, procedure, and technical questions
• Demonstrates a commitment to customer service; anticipates, meets and exceeds expectations by solving problems quickly and effectively making customer issues a priority
• Sets priorities for assigned team to ensure task completion and performance goals are met
• Enforces policies and procedures are uniformly followed among employees
• Documents all interactions with employees in the employee database, including all coaching and disciplinary actions
• Handles escalated customer complaints
• Fosters an environment that encourages employee engagement
• Administers, and maintains recognition plans with management approval
• Maintains harmony among workers and resolves grievances
• Ensures adherence to all company policies and procedures
• Writes annual performance reviews for agents supervised
• Initiates and completes disciplinary actions in a timely manner
• Provides input for system development and testing as needed
• Other duties as assigned

Education/Work Experience

• High school diploma, general education degree, or equivalent required; Bachelor's Degree or higher desired
• 2 years’ experience in a contact center, reservations department, or related field desired
• 3 years’ supervisory experience leading teams of 10 non-exempt employees, strongly desired
• Demonstrated experience with Contact Center systems such as ACD reporting, call management, and workforce management systems strongly desired
• Ability to maintain high ethical standards
• Demonstrated excellent problem-solving and decision-making abilities
• Cognitive ability to process new information and choose appropriate action
• Demonstrated strong organizational and interpersonal skills with attention to detail
• Demonstrated excellent time management skills with ability to prioritize workload or seek assistance when necessary
• Demonstrated ability to handle stressful situations
• Demonstrated outstanding written and verbal communication skills, including being able to talk, listen, speak, and write clearly and professionally in English on a telephone or through electronic communications
• Ability to speak clearly and persuasively in both positive or constructive situations
• Ability to collaborate with internal departments to ensure that each passenger service inquiry is resolved efficiently
• Demonstrated intermediate knowledge of computers, including common business software such as: MS Office Suite, email, spreadsheets, documents, PDFs, web browsers, etc. required

Physical/Other Requirements
The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

• While performing the duties of this job, the employee is regularly required to sit and talk, type, or hear for prolonged periods
• Consistently operate a computer, telephone, calculator, and other office equipment which involve repetitive movements
• Frequently is required to stand; walk; and use hands to maneuver, handle, or feel objects, or tools.
• Must be able to operate a phone and headset
• Occasionally required to reach with hands and arms
• Occasionally lift and/or move up to 15 pounds
• Specific vision abilities required by this job involve normal vision
• Requires availability to work mornings, afternoons, evenings, and holidays any day of the week

Job Type: Full-time

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