Telephone Services | Call Center Supervisor

Overview

"IF YOU CREATE THE STAGE SETTING AND IT IS GRAND, EVERYONE WHO ENTERS WILL PLAY THEIR PART." - Morris Lapidus A spectacular blend of Golden Era glamour and modern luxury, Fontainebleau today reinvents the original vision of legendary architect Morris Lapidus - a stage where everyone plays their unique part. At Fontainebleau, striking design, contemporary art, music, fashion and technology merge into a vibrant new kind of guest experience. Guests are invited to enter a world where they are free to play, shop, dine, spa, meet or simply relax - however they define a perfect day. Situated on oceanfront Collins Avenue in the heart of Millionaire's Row, Fontainebleau Miami Beach is one of the most historically and architecturally significant hotels on Miami Beach. Opened in 1954 and designed by Morris Lapidus, it was the most luxurious hotel on Miami Beach, and is thought to be the most significant building of Lapidus' career.

Responsibilities

Call Center Supervisor will supervise the day-to-day activities of the Guest Services Coordinators in the Call Center to ensure that the office runs smoothly and efficiently.

Examples of duties includes but is not limited to the following:

1. Monitor the daily activities of call center agents and telephone operators.
2. Supervising, planning, and managing functions concerned to Call Center environment.
3. Acting as an information source and answering operator or agents questions, assigning tasks, following up and giving instructions as needed.
4. Attending, following up and resolving customer complaints and questions.
5. Ensuring that the team members acquire the appropriate support and training to apply the best skills and knowledge on the job.
6. Carrying out performance measurement, monitoring, and evaluation of all agents and operators to improve the efficiency.
7. Updating databases, organizing activities related to maintenance and repair of equipments, ordering supplies and materials.
8. Perform other related duties as assigned.

Qualifications

• Well organized and demonstrated strong problem solving skills.
• Ability to communicate effectively and establish and maintain effective working relationships with staff.
• Bilingual highly desirable.
• One year supervisory experience in a hotel or call center environment.
• High school education or equivalent. College degree preferred.