Coach, CO Inbound Service

Coach, Co Inbound Service

Position Summary:

This role will supervise a multifunctional team whose primary responsibility is to create reservations on sales calls and respond to Guest concerns and service reservations. Adapt to the various functions that this team is responsible for and will assist in the development of the Agents by coaching, providing feedback, and monitoring performance on a consistent basis. This also includes daily communication with the leadership regarding overall team status, monitoring contact volumes, providing support and guidance to team members, processing reports, maintaining records, department metrics, sales, and QA Coaching, etc. They will be responsible for meeting team and departmental goals. They must be flexible and adapt well to change and possess strong Customer Service skills. Model attributes such as valuing diversity, communicating openly and frequently, demonstrating integrity, and leading change management. Ability to communicate in a clear, concise, understandable manner, listen attentively to others, understand material, and provide instructions to team members. Also, this individual will work closely with the Team Lead and provide development, support and assistance regarding special projects. Must have excellent written and verbal communication skills along with the ability to lead and motivate agents.

Essential Duties and Responsibilities:

1. Provide development, support, and guidance regarding employee performance issues for CO Inbound Service Agents.and Team Leads.
2. Process daily reports including agent and team metrics based on Key Performance Indicators.
3. Monitor daily call and chat volumes and react by communicating changing needs with the Managers, team and OCU.
4. Plan and conduct team briefings and huddles for the Team and Service department as needed.
5. Respond to inquiries from CO department employees for support and assistance with systems, programs, and policies.
6. Assist in managing daily workload for projects versus call volume and service level needs as they change.
7. Lead to achieve metric targets for the Agents and the Team.
8. Develop the Team Lead to assist in supporting the Team.
9. Conduct trainings regarding assigned topics and new programs, support Training Specialists as needed.
10. Recommend to management improvements in product, booking documentation methods, revenue management procedures, service, accounting methods and procedures, etc.