We are seeking an experienced and skilled Call Center Operations Supervisor to join our team at Accommodations Plus International (API), the global leader in crew accommodation solutions. As a Call Center Operations Supervisor, you will play a crucial role in ensuring the delivery of exceptional customer service, supervising operations agents, and maintaining effective communication with client functional departments.

About the Role

This is a full-time, 40-hour per week position, with a schedule that may include overtime, holidays, and weekends. The shift availability is for the Overnight Shift (12:00 am - 8:00 am EST), and flexibility is encouraged. This is a fully remote opportunity, offering you the chance to work from the comfort of your own home.

Essential Duties and Responsibilities

• Supervise operations agents to ensure efficient and effective customer service, supporting hotel and transportation requests, and monitoring workload queues, group email accounts, and faxes.
• Establish and maintain effective communication with client functional departments to ensure client expectations are met.
• Monitor and enforce quality expectations by reviewing, coaching, and counseling operations agents on their phone customer service skills.
• Assist in the development of training programs to meet ongoing client service requirements and identify training needs.
• Engage and motivate operations agents, providing statistical feedback and 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 and monitor processes to improve quality results.
• Collaborate with other department groups to resolve problems and monitor departmental expenditures.
• Build and maintain business relationships with clients by mitigating challenges and providing exceptional service.

Qualifications

To be successful in this role, you should have:

• A Bachelor's Degree (or equivalent) preferred and two years of call center, airline operations control center, or crew scheduling experience.
• Customer-focused, objective, and dependable, with the ability to use careful, measured judgment and decision-making skills.
• Critical thinking abilities, with the capacity to analyze problems and identify solutions.
• Superior communication skills, with the ability to engage in various communicative modes and active listening.
• Strong working knowledge of the field or discipline, with the ability to build relationships and identify problems and their sources.

What We Offer

This is an hourly, non-exempt position, with a competitive hourly rate range of $27-29/hr. We offer a dynamic and supportive work environment, with opportunities for growth and development.

Who We Are

API is the global leader in crew accommodation solutions, and we are 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.

How to Apply

If you are passionate about hard work, providing impeccable service, technology, and solutions to our clients, then API may be a great fit for you! Please submit your application to join our team as a Call Center Operations Supervisor.

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