Call Center Lead - NDM Hospitality Services

JOB TITLE: Call Center Lead

SCHEDULE: MON-SUN - 7:30 AM - 10:30 PM WEEKENDS, HOLIDAYS - FULL TIME

JOB SUMMARY

The Call Center Lead supports the Call Center Supervisors and Managers in the daily operations of the Call Center Team for Rentyl, part of NDM Hospitality. This position works in a Call Center environment with inbound and outbound Sales & Service calls. The Call Center Lead serves as the first line of response to Vacation Specialists with questions or needs to assist guests.

RESPONSIBILITIES

· Assist in the daily operations of the Call Center Team.

· Serve as the first line of response to Vacation Specialists with questions or needs.

· Handle escalation calls and issues from Vacation Specialists and guests as needed.

· Optimize staffing to ensure Vacation Specialists are logged in and taking calls in the most efficient manner.

· Perform administrative tasks to ensure reservation accuracy, collecting guest information, payments, and travel dates.

· Foster relationships with agents and partners within the company.

· Create a welcoming and motivating environment for agents.

· Assist the Call Center Manager, Supervisor, Training Manager, and Call Center Director with the development of training materials as a Subject Matter Expert.

· Generate and distribute pre-designed reports following SOPs.

· Delegate work assignments to optimize production and issue resolution.

· Assist with training and onboarding new employees.

· Answer phone calls and emails to prevent service level metrics from falling below standards.

· Participate in department meetings to provide context for trends and offer process improvements.

· Demonstrate initiative, including anticipating guest or operational needs, identifying problem areas, and assisting in implementing solutions.

· Display empathy and sympathy to Guests who experience hardship or frustration

REQUIREMENTS

· High school diploma or equivalent and/or experience in a hotel, property management, or customer service-based profession is required.

· Minimum 6 months of industry-related experience in Reservations, Front Desk, Call Center, or Guest Services is required.

· Experience with call center applications, operations, and best practices is required.

· Excellent customer service skills on the phone are required.

· Computer proficiency and ability to understand technical tools/resources are required.

· Experience with Microsoft Office Software is required.

· Solid understanding of Call Center systems and processes

· Always maintain a warm and friendly demeanor.

· Must be effective in fostering and maintaining relationships across multiple departments, disciplines, vendors, and third-party business contacts.

· Must be able to effectively communicate both verbally and written, with all levels of employees and guests in an attentive, friendly, courteous, and service-oriented manner.

· Must be effective at listening to, understanding, and clarifying concerns raised by employees, homeowners, and Guests.

· Must be able to multitask and prioritize departmental functions to satisfy Guest needs efficiently.

· Maintain regular attendance in compliance with company standards, as required by scheduling, which will vary according to the needs of the company.

· Maintain high standards of personal appearance and grooming.

· Must be able to show initiative, including anticipating guest or operational needs, identifying problem areas, and assisting in implementing solutions.

PREFERRED QUALIFICATIONS

· Experience with Five 9

· Experience with Call Center Dashboards and Reporting metrics.

· Knowledge of property management systems.

Our Benefits:

Health, Dental, Vision, Free Life Insurance
401k Plan Available
Discounted Hotel rooms
Discount in F&B outlets
Development opportunities
Employee appreciation events
Recognition and Rewards Program
And many more!

Company Overview

NDM is a family-owned hospitality business that started in F&B and is now expanding into vacation rentals. We are creating a new sector in hospitality by creating identifiable brands with consistent accommodations, services, and amenities within the vacation rental space. Imagine combining the comforts of a vacation home with the experience and consistency of a world-class resort.

Great Perks and Benefits - Work with a "Win from within company"