Reservations Supervisor

4 weeks ago

Cebu City, Philippines TASQ Staffing Solutions Full time

Work Setup: Onsite (Cebu City) Shift: Rotating/Shifting Requirements: Bachelor's degree in business administration, hospitality, or a related field.At least 3 years of experience in reservations (airline/flight/tours) in a call center environmentAt least 2 years in a supervisory roleProficient in using reservation systems, tools, and MS Office SuitePreferably can start immediately Key Responsibilities: Team Management Lead and supervise the reservations team to ensure smooth daily operations.Monitor call handling, response times, and overall team productivity.Schedule shifts and ensure adequate staffing levels to meet demand. Operational Excellence Ensure all reservations are processed accurately and in a timely manner.Address and resolve escalated customer issues or complaints effectively.Develop and implement standard operating procedures for the reservations team. Performance Monitoring Track and evaluate team and individual performance metrics.Conduct regular coaching and feedback sessions to improve service quality.Prepare and submit performance and operations reports to management. Customer Experience Ensure a seamless and positive customer journey from inquiry to booking.Identify and implement strategies to improve customer satisfaction.Collaborate with other departments to ensure a smooth customer experience. Training and Development Onboard new team members and provide comprehensive training on systems and processes.Keep the team updated on company policies, new products, and industry trends.Foster a culture of continuous improvement and learning. System and Technology Oversight Ensure the team efficiently uses reservation systems and tools.Report system issues and coordinate with the IT department for resolution.Provide input for system upgrades or enhancements to improve functionality. Benefits: Upon regularization:- 10 VL, 10 SL, 5EL- HMO Health Insurance avail on the 4th Month -(Employee + 1 Free Dependent)

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