# Reservations Center Manager

**Company:** [Tatu City](http://jobs.workable.com/companies/qcR7dmBMkzBx92LjgJfYWJ.md)
**Location:** Tatu City, Kenya
**Workplace:** on site
**Employment type:** Full-time

[Apply for this job](http://jobs.workable.com/view/6355cb6a-32ef-4247-93ca-6811fe54fb38)

## Description

The Reservations Center Manager is responsible for leading the call center team to deliver exceptional customer service, meet performance goals, and foster a culture of continuous improvement. This role oversees supervisors and agents, ensuring service standards are met while supporting employee development and operational efficiency.

**Responsibilities** 

**Call Center Operations:**

-   Ensure all agents are consistently meeting or exceeding service level goals.
-   Drive participation and performance in after-call surveys.
-   Identify and recommend workflow improvements to enhance efficiency and effectiveness.
-   Monitor system-related issues and ensure timely resolution.

**Supervisor Oversight:**

-   Coach and mentor supervisors and frontline staff to support career development and drive performance.
-   Identify training needs, monitor progress, and ensure timely completion of development plans.
-   Lead bi-weekly team meetings with structured agendas focused on goals, updates, and performance insights.
-   Promote a positive and supportive leadership culture, ensuring supervisors model effective communication, conflict resolution, and team engagement.
-   Oversee the resolution of escalated customer issues, ensuring a high standard of service and satisfaction.
-   Monitor and evaluate guest interactions, including low-score calls, transferred calls, and hold times, to ensure quality and consistency.
-   Track agent performance and schedule adherence, providing timely feedback and corrective action when necessary.
-   Maintain accurate documentation of employee concerns, performance issues, and disciplinary actions.
-   Manage payroll, time-off requests, and scheduling with a high level of accuracy and attention to detail.
-   Support sales and service teams in overcoming objections and resolving service-level challenges.
-   Handle resignations and terminations in accordance with company policies and procedures.
-   Troubleshoot and follow up on system-related issues to ensure timely resolution.

## Requirements

-   Bachelor’s degree in Business Administration, Management, Hospitality, Communications, or a related field
-   5+ years of people management experience, including at least 1 year in a call center environment managing supervisors and frontline teams
-   Strong leadership, coaching, and performance management skills
-   Excellent verbal and written communication skills in English
-   Experience working with CRM, telephony, and workforce management systems
-   Ability to operate effectively in a fast-paced, performance-driven environment
-   Willingness to work shifts aligned with international time zones, including weekends and public holidays as required