Call Center Operations Supervisor - Overnight Shift

The Supervisor Operations Center (Call Center) is responsible for the overall maintenance and supervision of the Operations Center office, assuring that all client crew accommodations are satisfied to the proper level of the Service Level Agreement (SLA).

Essential Duties and Responsibilities:

• Supervises the Operations Agents activities to ensure efficient and effective customer service
• Support while assuring all hotel and transportation requests are properly acted upon.
• Monitors and oversees the timely execution of various department activities including workload queues, group email accounts, and faxes to ensure effective client service support.
• Establishes and maintains effective communication with client functional departments to ensure client expectations are being met.
• Monitors and enforces quality expectations by reviewing, coaching and counseling Operations Agents on their phone customer service.
• Assists in the development of training programs to meet ongoing client service requirements by identifying and coordinating training needs.
• Engage and motivate Operations Agents.
• Provide Operations Agent with statistical feedback.
• Provide corrective feedback to Operations Agent as necessary.
• Resolves operational issues caused by unconventional and/or complex client requirements, and evaluates overall impact of delays to actionable requests on the current day’s operation.
• Maintains a chronological shift log for recording key data for actionable requests which may require management resolution.
• Monitors processes to improve quality results by recommending changes.
• Monitors and insures completion of reports as required by API policy.
• Collaborates with other department groups in order to resolve problems.
• Monitors and controls departmental expenditures for ad hoc utilization due to errors, discrepancies, or other actionable challenges.
• Reviews, monitors and alleviates discrepancies within API system.
• Build and maintain business relationship with clients by mitigating challenges.
• Other duties as assigned to assist Accommodations Plus International in achieving its operational goals and objectives.

Qualifications:
The qualifications listed below represent the credentials necessary to perform the essential duties of this position. To be successful in this position, an individual must be able to perform each essential duty satisfactorily. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

Schedule and Work Hours
This is a full time, 40 hour per week position. The schedule may include holidays and weekends. Shift availability would be for overnight shift. Flexibility is encouraged. 

Education and/or Experience:
For the Operations Center Supervisor job, a Bachelor’s Degree (or its equivalent) preferred and two years of call center, airline operations control center, API Operations Center, or crew scheduling experience is required.

Knowledge/Skills/Abilities:

• Customer focus, objectivity and dependability
• The ability to use Careful, Measured Judgment and Decision Making; (Weighing the costs and benefits of a potential action; using discretion).
• Critical Thinking Abilities; (Using logic and analysis to determine strengths and weaknesses of a variety of solutions).
• Managing, Motivating, Developing, and Directing people in their work so as to best achieve common organizational goals.
• Superior Communication Skills; Must be comfortable engaging in a variety of different communicative modes (verbal, non-verbal, and written) and being attuned to others through strong active listening skills.
• Able to Identify Problems, their Sources, and their Potential Solutions while continuing to successfully conduct day-to day operations without interruption.
• Strong working knowledge of one’s Field or Discipline in which they find themselves engaged on a daily basis. Becoming fully aware and informed of current trends, developments, and changes in the sub-industry is critical for this.
• Must be an individual who is able to build relationships between individuals and within the department.

Good Faith Compensation
This a hourly, non-exempt position. The hourly rate range for this position is $27-29/hr. 

Physical Demands:
The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. While performing the duties of this job, the employee is regularly required to talk or hear. The employee frequently is required to stand, walk; use hands to finger, handle or feel; and reach with hands and arms.

 

Who We Are

API is the global leader for crew accommodation solutions, and we are changing the way businesses manage travel. Our technology platform streamlines the entire crew planning process, making day-to-day operations more efficient and elevating the crew layover experience. API’s proprietary technology, mobile solutions and our experienced team are positioned to offer our clients a complete, end-to-end platform that integrates seamlessly into their process. We are looking for dynamic, creative, and tech savvy individuals to join our team. If you are passionate about hard work, providing impeccable service, technology, and solutions to our clients then API may be a great fit for you!

Other Duties

Duties, responsibilities and activities may change at any time according to business needs.

The performance of additional responsibilities if you are designated as a Data Protection Champion (DPC), Senior Information Risk Owner (SIRO) or Information Assurance Accounting Officer (IAAO).

Work Environment

This position operates in a professional office environment. This role routinely uses standard office equipment such as computers, phones, photocopiers, filing cabinets and fax machines.

Physical Demands

The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. While performing the duties of this job, the employee is regularly required to talk or hear. The employee frequently is required to stand, walk; use hands to finger, handle or feel; and reach with hands and arms.

AAP/EEO Statement

Accommodations Plus International is an Equal Opportunity Employer that does not discriminate on the basis of actual or perceived race, creed, color, religion, alienage or national origin, ancestry, citizenship status, age, disability or handicap, sex, marital status, veteran status, sexual orientation, genetic information, arrest record, or any other characteristic protected by applicable federal, state or local laws. Our management team is dedicated to this policy with respect to recruitment, hiring, placement, promotion, transfer, training, compensation, benefits, employee activities and general treatment during employment.