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8 days ago
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Reservations Performance Coach


Sun Country Airlines
Location: Eagan, Minnesota
Job type: Permanent
Sector: Operations
Category: Customer Service Jobs
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The Reservations Performance Coach position is responsible for supervising and supporting a 19/7 call center operation. Job responsibilities will include but are not limited to coaching and development of a team of 10-15 Reservation Specialist through day to day interactions, customer feedback and recorded/live call listening. Encouraging and fostering a sales and service environment through training, mentoring and development.

Essential Duties and Responsibilities:

* Manages a team of 10-15 Reservations Specialists

* Coaches and developments team through day to day interactions, customer feedback and recorded/live call listening

* Prepares, reports and documents Reservations Specialist performance/coachings

* Performs the role of a Reservation Specialist when assigned or during peak call times

* Work with Manager to identify training needs and gaps for both new hire and recurrent training needs

* Participate in supplier briefings, seminars, destination familiarization trips and meetings to remain current with product information

* Assist agents with questions about processes, policies and procedures; Intervene and handle escalated calls on an as-needed basis

* Communicate policy changes, new product information, and technical changes to agents to ensure updated/accurate information is provided to customers/distributors

* Contribute to the development of policy and procedure changes by sharing "real like" impacts on Res/Customer Service staff, impacted customers/distributors, and call handling performance.

* Participate in supplier briefings, seminars, destination familiarization trips and meetings to remain current with product information

* Generate and distribute reports pertaining to assigned responsibilities as requested

* Other responsibilities and projects as assigned by Call Center leadership

Qualifications:

* College degree and/or two years related customer sales experience; or equivalent combination of education and experience

* Previous Call Center leadership experience a plus

* Intense knowledge of all Sun Country products and services

* Must be computer literate (Microsoft applications, Sabre, Pacific)

* Must be a highly motivated, self-starter, work effectively with minimal supervision, able to perform and communicate effectively within a multi-tasking environment under stressful situations

* A professional appearance and attitude at all times

* Available to work a rotating shift averaging 40 hours per week (including nights, weekends and holidays)

* Able to work beyond scheduled shift time to accommodate call volume and staffing shortages

* Minimum typing speed of 35 wpm with accuracy

* Conduct all tasks in a safe and efficient manner complying with all local, state and federal safety and health regulatory requirements, programmatic standards, and with any internal policies and procedures identified by Sun Country Airlines

* Qualified candidates must pass a criminal history background check
The Reservations Performance Coach position is responsible for supervising and supporting a 19/7 call center operation. Job responsibilities will include but are not limited to coaching and development of a team of 10-15 Reservation Specialist through day to day interactions, customer feedback and recorded/live call listening. Encouraging and fostering a sales and service environment through training, mentoring and development.

Essential Duties and Responsibilities:

* Manages a team of 10-15 Reservations Specialists

* Coaches and developments team through day to day interactions, customer feedback and recorded/live call listening

* Prepares, reports and documents Reservations Specialist performance/coachings

* Performs the role of a Reservation Specialist when assigned or during peak call times

* Work with Manager to identify training needs and gaps for both new hire and recurrent training needs

* Participate in supplier briefings, seminars, destination familiarization trips and meetings to remain current with product information

* Assist agents with questions about processes, policies and procedures; Intervene and handle escalated calls on an as-needed basis

* Communicate policy changes, new product information, and technical changes to agents to ensure updated/accurate information is provided to customers/distributors

* Contribute to the development of policy and procedure changes by sharing "real like" impacts on Res/Customer Service staff, impacted customers/distributors, and call handling performance.

* Participate in supplier briefings, seminars, destination familiarization trips and meetings to remain current with product information

* Generate and distribute reports pertaining to assigned responsibilities as requested

* Other responsibilities and projects as assigned by Call Center leadership

Qualifications:

* College degree and/or two years related customer sales experience; or equivalent combination of education and experience

* Previous Call Center leadership experience a plus

* Intense knowledge of all Sun Country products and services

* Must be computer literate (Microsoft applications, Sabre, Pacific)

* Must be a highly motivated, self-starter, work effectively with minimal supervision, able to perform and communicate effectively within a multi-tasking environment under stressful situations

* A professional appearance and attitude at all times

* Available to work a rotating shift averaging 40 hours per week (including nights, weekends and holidays)

* Able to work beyond scheduled shift time to accommodate call volume and staffing shortages

* Minimum typing speed of 35 wpm with accuracy

* Conduct all tasks in a safe and efficient manner complying with all local, state and federal safety and health regulatory requirements, programmatic standards, and with any internal policies and procedures identified by Sun Country Airlines

* Qualified candidates must pass a criminal history background check
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