Central Support Supervisor

Overview

The candidate will have a strong background in Customer Service and Hospitality. This position requires a well-rounded individual who has both the ability and experience to work tactically, supervising daily operations, as well as the ability to work strategically executing on different projects and initiatives. We seek candidates who are positive and motivated, eager to collaborate with colleagues, and skilled at giving and receiving feedback.  It will be critical that this candidate has a strong ability to lead, motivate, and manage a team of approximately 7 employees.

Responsibilities

This position would report to the Director of Central Support and manage the day-to-day operations of the Central Support department / contact center. The below are the responsibilities of this role.

• Creating and managing the staff schedule
• Assigning and managing daily responsibilities of teammates
• Monitoring real-time performance of the contact center:
• Ensuring service requests are answered in a timely manner
• Monitoring supervisory dashboards / queue wait times, etc.
• Managing escalations from guests or internal teammates needing assistance
• Participating in implementing initiatives from the senior leadership team
• Performing regular 1-on-1s with team members and providing feedback, coaching, mentoring.
• Participating in new hire interviews, trainings, and the on-going training of the current team
• Monitoring department performance and documenting performance metrics week-over-week
• Assessing KPI adherence and ensuring the team is achieving performance targets
• Performing other tasks as assigned by leadership

Ideal Qualifications

• At least 1 year of leadership experience
• Experience coaching and motivating a team of 5 or more
• 2-3 years of customer service, guest experience, or hospitality experience
• Ability to navigate complex customer situations and problem solve adequately.
• Ability to work within multiple hotel and tech related software platforms
• Ability to interact with guests, deescalate guest situations, and manage relationships
• Strong ability to coach, educate, and motivate teammates
• Overall strong communications skills (verbal and written)
• Desire to learn and grow, and has a coachable attitude
• Thrives by creating clarity from chaos
• Enjoys a fast-paced, collaborative environment
• An understanding of hotel bookings and operations
• Proficiency with Salesforce or other CRM software
• Previous experience navigating 3rd party booking engines is a plus
• Experience with G-Suite (docs, sheets, calendar)
• Familiarity with Slack and Asana (preferred)   

Other Key Traits

• A leader people want to follow: When you speak, people want to listen. When you ask for help, people want you to succeed. People want to come to you for help, advice, or mentorship.
• Detail Oriented & Strategic: You excel at thinking of the big picture, but you are even better at breaking it down into achievable milestones. When you make a plan to execute, it’s solid.
  • Highly organized and autonomous, with effective time management skills
  • Strong Troubleshooting and critical thinking
• An effective storyteller and communicator: You have top-notch written and oral communication skills, including experience presenting to executive leadership, and handling sensitive customer escalations.
• A self-starter: You take the initiative to solve problems and “own” them to completion with minimal supervision. You also know how to delegate projects to the Central Support team to ensure the completion of multiple tasks in a timely manner.

About Life House

Life House is a software-enabled hotel brand, management, and technology company transforming hospitality management with a simple mission: make independent hotels easier to operate and more profitable. We do this by providing a singular solution that powers hotel operations from guest check-in to check-out and from reservations to finance operations. We have recently closed our Series C funding round and with our growing hotel management Software-as-a-Service business, we are looking for intelligent and resourceful people to join our team.

Life House is an equal opportunity employer. All applicants will be considered for employment without attention to race, color, religion, sex, sexual orientation, gender identity, national origin, veteran or disability status.