Reservations Service Manager

JOB OPPORTUNITY IN PERU FOR A TRAVEL COMPANY JOB SUMMARY:The Reservations Service Manager is responsible for managing the Service Call Center operations including staff performance, productivity, and service standards. ROLES and RESPONSIBILITIES:Manage the scheduling of Service Agents to ensure sufficient coverage. Handle timecard change requests. Monitors call center metrics such as call volume, abandonment rates and callsin queue to prepare forecasts and determine goals. Coach Service Agents through challenging customer complaints and resolving issues. Respond to manager escalations. Provides all Service Agents with the necessary resources to efficiently complete their daily job. Identify coaching and training needs and action appropriately. Execute exemplary customer service to drive customer satisfaction and loyalty. Manage applicable service queue, including pending air,