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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