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Hospitality Call Center Manager

Pigeon Forge, TN 37863 | Work from home flexibility

Posted: 02/14/2025 Employment Type: Direct Hire Job Category: Call Center Job Number: 21683 Earning Potential: $65,000-$75,000 + annual bonus

Job Description

JOB ID 21683 – Hospitality Call Center Manager

Location:  Pigeon Forge, TN 87863 – WFH Flexible
This position is onsite (4) days a week

Pay:  $65,000 to $75,000 plus annual bonus

Type:  Direct hire

Schedule:  M-F, 8a-5p


Job description
  • Lead and manage a team of 20 customer service representatives, ensuring top-tier service while assisting customers with booking hotel rooms for a premier American property.
  • Monitor the call center’s performance daily, weekly, and monthly to ensure compliance with key performance indicators (KPIs).
  • Oversee and utilize contact center software to enhance guest satisfaction and promote consumer self-service options.
  • Collaborate with entertainment property partners to reduce hotel vacancy rates through exceptional customer service.
  • Work closely with the Analytics Manager to support revenue generation and system functionality improvements.
  • Conduct interviews and manage the hiring process for new customer service representatives, partnering with HR.
  • Foster employee development by regularly assessing performance, providing feedback, and implementing recognition and disciplinary actions as needed.

What defines success?
Month 1:  Strong understanding of call center KPI and software, familiar with all terminology.  Bringing positivity and enthusiasm to work every day.
Month 6:  Showing lower levels of vacancy across properties, team is driving more sales and higher nightly rates.  Customer satisfaction on the rise.

Nice to have:
  • UJet


Requirements:
  • Must have (5) years of call center management.
  • Must have hospitality industry experience.
  • Must have experience managing 15+ representatives.
  • Proven experience driving sales and KPIs.
  • High school diploma or equivalent.
  • Background check required.

Meet Your Recruiter

Victoria Helton
Director of Client Services

Hi, I'm Victoria Helton, Director of Client Services. I am happy to discuss your needs and create a pathway to a bright future. Looking forward to connecting. 

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About Pigeon Forge, TN

Ready to kickstart your career in the vibrant area surrounding Pigeon Forge, Tennessee? Nestled in the heart of the picturesque Smoky Mountains, this region offers a perfect blend of natural beauty and exciting growth opportunities for job seekers. Imagine working just a stone's throw away from iconic landmarks like Dollywood and Great Smoky Mountains National Park, or exploring the local art scene at the Arrowmont School of Arts and Crafts. Indulge in the region's famous Southern cuisine, catch a show at the historic Old Forge Distillery, or enjoy outdoor adventures in nearby Gatlinburg. Join us in embracing the charm and unique culture of Pigeon Forge as you explore our enticing job listings in this enchanting area.