The incumbent in this position is responsible for answering all incoming calls originating from within and outside the hotel in a friendly and caring manner according to the Kempinski and LQA standards.
- Operational Oversight: Manage day-to-day activities to ensure consistent service coverage and operational excellence across all communication channels.
- Team Leadership & Development: Hire, onboard, and train call center staff. Conduct performance reviews, provide real-time coaching, and mentor agents on soft skills or sales techniques.
- Metric Management (KPIs): Monitor and report on key performance
- Workforce Planning: Create staff schedules, manage shift rotations, and forecast call volumes to optimize resource allocation and prevent drops in service during peak periods.
- Escalation Handling: Act as the primary point of contact for complex customer complaints or inquiries that agents are unable to resolve.
- Strategy & Process Improvement: Identify trends in customer feedback and call data to implement process improvements, reduce customer effort, and drive revenue opportunities.