Call Center Supervisor, Buffalo Reservation Center, Remote
Delaware North•Buffalo, NY
•Remote
About The Position
Delaware North is hiring a full-time remote Call Center Supervisor for its Reservation Center team at the global headquarters in Buffalo, New York. The supervisor oversees Leisure and Transient reservation business across multiple properties and supports guest service excellence, operational efficiency, and team performance. Some in-person training at the Buffalo headquarters is required. External candidates must complete a 90-day onboarding and training period working as a Reservation Agent before taking on full Call Center Supervisor responsibilities.
Requirements
- Previous customer service and leadership experience.
- Excellent verbal, written, and email communication skills.
- Strong problem-solving, analytical, and root cause analysis skills.
- Experience coaching and developing team members.
- Strong organizational, multitasking, and time management skills.
- Proficiency with computers and the ability to quickly learn new applications.
- Ability to review data, identify discrepancies, and collaborate across departments to resolve issues.
Nice To Haves
- Knowledge of reservation systems, call center operations, or hospitality industry practices.
Responsibilities
- Support reservation agents with escalations, billing issues, and guest concerns to ensure timely resolution.
- Coach and develop team members through audits, individual meetings, performance reviews, onboarding, and ongoing training.
- Monitor department KPIs, productivity goals, service levels, and guest satisfaction metrics to identify performance gaps.
- Implement process improvements and best practices to strengthen operational efficiency and the guest experience.
- Troubleshoot system issues and coordinate reporting or escalation to maintain smooth operations.
- Manage department communications, standard operating procedures, and email response standards to ensure consistency.
- Partner with leadership and cross-functional teams to resolve reservation, inventory, rate, and system discrepancies.
- Analyze trends, conduct root cause analysis, and recommend solutions while maintaining professional stakeholder communication.
Benefits
- Weekly pay
- Training and development opportunities
- Employee discounts
- Flexible work schedules
- Health insurance for eligible team members
- Dental insurance for eligible team members
- Vision insurance for eligible team members
- 401(k) with company match for eligible team members
- Paid vacation days for eligible team members
- Paid holidays for eligible team members
- Paid parental bonding leave for eligible team members
- Employee assistance program for eligible team members
- Tuition and/or professional certification reimbursement for eligible team members
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What This Job Offers
Job Type
Full-time
Career Level
Manager
Education Level
No Education Listed
