Call Center Manager Jobs in Scranton, PA (NOW HIRING)

Job Title: Call Center Supervisor

Department:  Call Center

Reports to: Director of Contact Center Operations

The Reservations Supervisor oversees daily reservations operations, supports and develops Reservation Sales Agents, monitors communication channels and performance metrics, and ensures an efficient, accurate, and guest-focused reservation experience.

Key Responsibilities:

• Monitor all communication channels and dynamically adjust agent coverage to ensure appropriate response times and operational efficiency.
• Support, coach, and motivate Reservation Sales Agents to achieve daily and department Key Performance Indicators (KPIs).
• Monitor and utilize department tools and performance data, including ACD data models, 4 Keys, and 7 Essentials, to support team performance and operational goals.
• Serve as a liaison between Reservations, Sales, Marketing, and other Resort departments to ensure accurate and timely communication of information, promotions, initiatives, and operational updates.
• Ensure Reservation Sales Agents are informed of department initiatives, standards, policies, and procedures and provide ongoing coaching and feedback.
• Assist guests across phone, email, chat, reservation systems, PMS, and website channels as needed to support department KPIs and provide exceptional service.
• Handle guest concerns and complaints in a professional and appropriate manner, escalating issues when necessary.
• Conduct audits of reservations for accuracy and completeness, ensuring proper documentation, adherence to policies, and minimization of errors.
• Assist with recruiting, onboarding, training, coaching, and developing Reservation Sales Agents to build a knowledgeable, engaged, and results-driven team.
• Identify individual and team training needs and coordinate appropriate training and development opportunities.
• Monitor Agent performance across multiple communication channels and systems to ensure consistent service standards and efficient handling of guest inquiries.
• Maintain positive working relationships and professional communication with associates throughout the Resort.
• Lead by example by demonstrating professionalism, accountability, teamwork, and a strong commitment to guest service.
• Support the Reservations Manager with operational initiatives, projects, and other departmental needs as assigned.
• Perform other duties and/or projects as assigned by leadership.

Qualifications & Requirements:

• Must be at least 18 years of age.
• Prior supervisory or leadership experience in a fast-paced call center, reservations, hotel, or front desk environment preferred.
• Must have a flexible work schedule, including weekends, evenings, and holidays, and be able to adjust schedules as needed to ensure appropriate floor coverage, particularly during peak seasons.
• Strong interpersonal, coaching, problem-solving, and leadership skills.
• Excellent verbal and written communication skills.
• Ability to effectively interact with internal and external guests with patience, tact, and diplomacy.
• Ability to work in a high-volume, fast-paced environment while prioritizing and managing multiple tasks.
• Proficiency in Microsoft Office programs and the ability to learn and utilize reservation, communication, and property management systems.
• Must be able to speak and read English; additional languages a plus.
• Ability to sit or stand for extended periods of time while monitoring operations.
• Ability to lift, carry, push, or pull light objects up to 25 lbs.
• Ability to tolerate exposure to busy or noisy work areas.
• Commitment to ensuring the safety and well-being of our guests and associates.
• Ability to work in a fun, fast-paced environment.

What’s in it for me:

• Complimentary access to Camelbeach, Aquatopia, local amusement parks and more! Ski season passes for those working during the winter season. Plus, great friends & family perks.
• Paid Training to gain skills, knowledge, and experience for professional development.
• Not to be missed employee events throughout the season.
• Referral Bonuses – invite your friends to work with you!
• Competitive wages and advancement opportunities.
• Interact with people from all over the world!
• Next day pay, through PayActiv.
• Tuition Reimbursement*
• Medical, dental, vision, 401K*
• Vacation and PTO*

*Full-Time status benefits

This job description is to be considered a general outline of the duties and responsibilities of this position and is subject to changes and revisions by Camelback Resort at any time. Responsibilities are listed as guidelines only and the job is not necessarily limited to these specifications.