Reservations & Customer Care Team Manager

About the role

The Reservations & Customer Care Team Manager leads a group of agents in a contact‑center environment, ensuring brand standards, revenue performance and customer loyalty are achieved. The role combines supervision, coaching, and operational oversight to deliver high‑quality service across multiple channels.

Key responsibilities

• Provide timely feedback, coaching and performance management to improve salesmanship, problem‑solving and communication skills.
• Organise and facilitate team meetings, culture‑building activities and one‑on‑one catch‑ups to drive engagement and adherence to policies.
• Lead agents in handling reservations, loyalty issues and service recovery, ensuring consistent brand experience.
• Conduct daily and weekly audits of cases, resolve escalations and monitor employee engagement metrics.
• Hire, onboard and develop team members, creating tailored development plans and recognition programmes.

Required profile

• 4‑7 years progressive experience in a call centre, sales or customer support environment.
• Strong coaching, motivational and communication abilities, with capacity to manage hybrid or remote teams.
• Demonstrated ability to handle difficult conversations, manage attendance and schedule adherence.

Required skills

• Advanced internet and computer navigation skills.
• Basic software and hardware troubleshooting.
• Proficiency with online communication tools and web‑based applications.
• Project management experience for small to mid‑scale initiatives.