Assistant Supervisor - Central Reservations

Internal Career Site•Pueblo, CO

13d•Remote

About The Position

The Assistant Supervisor, Corporate Central Reservations supports the supervision, coaching, development, and motivation of staff to ensure exceptional customer service across voice, email, chat, and other channels. The role provides leadership and helps oversee daily operations, working with agents and supervisors to maintain performance and customer-satisfaction standards. It includes monitoring agent performance, providing constructive feedback, supporting operational procedures and service goals, and managing time, priorities, and resources in line with business needs and company policies. The Assistant Supervisor helps foster a collaborative team environment and supports agents’ professional growth. The position requires a flexible work schedule, the ability to work from home, and technical proficiency with relevant systems and tools. The role is primarily remote and requires a quiet, distraction-free home office, reliable internet, and access to required technology. Work involves prolonged periods sitting and using a computer; no heavy lifting or strenuous physical activity is required. The employee must also be able to troubleshoot basic technical issues and use remote collaboration tools. The stated pay range is $45,200–$46,600, depending on experience, with eligibility for monthly incentives. Full-time employees are offered a comprehensive benefits package.

Requirements

Prior supervisory or management experience in a call-center environment, including overseeing daily operations, managing agent performance, and ensuring customer-service standards are followed.
Proven sales experience and experience coaching agents to meet or exceed sales targets while supporting customer satisfaction and retention.
Demonstrated customer-service expertise and experience coaching and developing agents.
High school diploma or equivalent.
Ability to adapt to varying work hours, including availability on the 1st and 5th of each month and answering phones, chats, or emails when needed.
Strong written and verbal communication, leadership, motivational, problem-solving, analytical, time-management, organizational, and multitasking skills.
Ability to work effectively as part of a team and independently, take initiative, follow direction, and support team members.
Knowledge of company policies and procedures and ability to support compliance with operational goals and standards.
Ability to handle sensitive information confidentially and discreetly.
Ability to adapt to changing circumstances and resolve conflicts professionally.
Technological proficiency with customer-service platforms, email systems, phone systems, and other relevant tools.
Proficiency with PCs and Microsoft Office applications, including Word, Excel, and Outlook.
Ability to troubleshoot basic technical issues and use remote collaboration tools.
Ability to work from home in a quiet, distraction-free environment with reliable internet and access to the necessary technology.
Ability to sit and work at a computer for prolonged periods.

Nice To Haves

Hospitality or travel industry experience.
College degree, particularly in business, hospitality, or management.
Familiarity with the Opera reservations system.
Experience using Automatic Call Distribution (ACD) systems.

Responsibilities

Assist in supervising agents to ensure customer inquiries across telephone, email, internet, mail, chat, and other channels are answered promptly, efficiently, and according to established standards.
Collaborate with supervisors to coach, develop, and motivate agents and promote high-quality customer service.
Monitor agent performance, including call, email, and chat handling, attendance, documentation, and productivity.
Provide ongoing constructive feedback to help agents improve and meet performance standards.
Assist with operational statistics, files, and other administrative duties.
Support supervisors with agent performance evaluations and provide feedback for performance reviews.
Address and resolve customer-service issues while balancing company interests and customer satisfaction.
Support trainers and supervisors in providing follow-up training on technical and product knowledge.
Participate in candidate evaluations and selection as needed.
Provide work direction to agents on non-phone projects and ensure tasks are completed accurately and efficiently.
Manage time and prioritize tasks and assignments to meet deadlines and maintain productivity.
Develop and maintain working relationships between Central Reservations and other departments or properties.
Represent Central Reservations and Xanterra professionally and maintain a high standard of service.
Maintain strict confidentiality.
Coordinate and manage special projects as assigned by the Reservations Director and/or Supervisors.