Resort Services Supervisor
Core
Lead daily operations of the Resort Services team in a fast-paced call center environment to ensure excellent guest and owner experiences.
Role type
Resort Services Supervisor (Call Center Operations)
Builds
Service quality, productivity, and team performance for resort guests and owners
Domain
Hospitality / Customer Service / Call Center
Deliverable
production ML models | product features | dashboards & analysis | client delivery | infrastructure | physical/clinical work
Required skills
Supervision and coaching, performance metrics monitoring, conflict resolution, team training and development, data analysis and reporting, scheduling management, compliance enforcement
Preferred skills
Experience in high-volume service environments, knowledge of call center KPIs, proficiency with CRM and call center systems
Technologies
Salesforce, Zendesk, Five9
Responsibilities
Supervise and support Resort Services Operators to achieve service and performance goals; Monitor call metrics and provide coaching, feedback, and performance support; Resolve escalated guest and owner concerns professionally and efficiently; Conduct team meetings and communicate departmental updates; Train, mentor, and develop team members; Analyze performance data and prepare reports on service trends and customer satisfaction; Manage scheduling and attendance to ensure adequate coverage; Maintain compliance with company policies and service standards
Seniority
Mid-level, hands-on IC
