Call Center Manager – Indoor Amusement Center
5 days ago
Call Center Manager
to lead our call center operations, ensure exceptional customer service, and efficiently oversee event bookings.Job Overview:As the Call Center Manager, you will manage and lead a team of Call Center Executives, ensuring they deliver exceptional customer service and meet key performance metrics. You will oversee inbound inquiries, guide the team to handle event bookings efficiently and implement strategies to enhance customer satisfaction and sales. This role is ideal for a dynamic leader with strong organizational and interpersonal skills who thrives in a fast-paced environment.Key Responsibilities:Team Leadership & Training:
Supervise and train a team of Call Center Executives, setting performance goals, and providing regular feedback and coaching to ensure high-quality service.Operational Oversight:
Manage daily call center operations, ensuring timely responses to customer inquiries about center details such as timings, pricing, discounts, and locations.Event Booking Coordination:
Oversee the team’s handling of event bookings, including birthday parties, corporate events, school trips, and kitty parties, ensuring all bookings are accurately logged and confirmed.Customer Service Excellence:
Establish and maintain customer service standards, addressing escalated customer concerns and resolving complaints efficiently.Sales & Promotions:
Develop strategies to promote special packages and upsell additional services, guiding the team to meet revenue targets.Data Management:
Ensure accurate entry and management of customer and booking information in the CRM or booking system for seamless operations.Performance Analysis:
Monitor call center metrics such as response time, booking rates, and customer satisfaction scores, and implement improvements where needed.Collaboration:
Work closely with the events and operations teams to ensure flawless execution of bookings and alignment with customer expectations.Qualifications:Bachelor's degree in Hospitality, Business Administration, or a related field.3-5 years of experience in a call center or customer service management role, preferably in the hospitality or entertainment industry.Strong leadership skills with experience in team management and performance monitoring.Excellent verbal communication skills (English and Hindi) and a professional demeanor.Proven ability to handle multiple priorities in a fast-paced environment.The sales-oriented mindset with demonstrated success in driving revenue through upselling and promotions.Proficiency in CRM or booking software; strong analytical and reporting skills.Flexibility to work weekends and holidays as required.What We Offer:Competitive salary with performance-based bonuses.Opportunities for career advancement in a growing company.A vibrant, collaborative, and fun work environment.Employee discounts on attractions and activities.How to Apply:Interested candidates should send their resume and cover letter to (Email Address) with the subject line “Call Center Manager Application – (Your Name)." Please include details of relevant experience that make you a perfect fit for this role.Be a Leader of FunJoin SkyJumper and take charge of a team dedicated to helping guests create lasting memories. Apply now to join our exciting journey
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