Job: Call Center Supervisor

Check Into...
Our Career Destinations! Have you ever really checked into Best Western International, Inc? At first glance we're everything our name implies--an international hospitality association with over 4,000 hotels. But, we're also an employee-focused organization that genuinely cares about our staff offering a great team environment and career development opportunities.

Job Purpose
Ensures quality customer service and customer satisfaction by providing operational support and day-to-day supervision for Customer Care Contact Operations teams. The Supervisor is responsible for program implementation and personnel development as well as interfacing with clients, management, and Best Western members.

Essential Job Results

Plans, supervises and coordinates the team's activities by handling day-to-day operations and issues. Directs day-to-day operations and workflow and assesses, develops and trains Customer Care Representatives. Makes hiring and firing recommendations for the department that are given particular weight.

Helps achieve performance-related goals by implementing hiring decisions, scheduling and coordinating work flow, monitoring and motivating team performance.

Promotes a productive work environment by directing a prompt resolution of employee and operational issues, developing and recommending new strategies, procedures and practices and operational policies and procedures consistent with department goals and objectives.

Continually improves team effectiveness by establishing key performance indicators, and uses those measures to monitor and measure team success.

Develops and maintains employee recognition programs.

Ensures quality customer care by helping develop, communicate, and interpret policies and procedures. Proactively identifies, recommends, and implements quality improvement processes. Proactively identifies potential quality issues and recommends appropriate solutions.

Skills/Requirements

Minimum 3 to 5 years customer service or sales related experience with some experience directing the work of others. Call center and hospitality industry experience preferred.

High School diploma or equivalent certification. Bachelor's Degree in Business, Marketing, Hotel Administration or related field preferred.

Basic proficiency in Microsoft Office Suite. May require intermediate proficiency in a specific application.

Demonstrated ability to convince others, normally within the team, to accept new concepts and approaches.

Demonstrated ability to effectively handle and resolve complex, difficult customer relation problems and calls.

Flexibility to work varied shifts, which may include nights, weekends, and holidays

Inbound call center experience a plus

Location Details
Beardsley Operations Center is conveniently located near I-17 and 101 in northwest Phoenix. The address is 20400 N. 29th Avenue, Phoenix, AZ 85027 Local candidates are preferred. Relocation assistance is not available.

Pay and Work Schedule
Hiring rate for this position is $34,200 to $44,500 per year, depending on experience. Call center is open Monday - Sunday, 5am to 10pm, must be able to work a schedule during those days/hours. The schedule will be discussed during the interview.

Benefits
Best Western International, Inc. benefits eligibility begins on the first day of employment and includes medical, dental and vision insurance, 401(k), generous paid time off, flex spending accounts, tuition reimbursement, hotel discounts, and much more!