Sorry, this job is no longer accepting applications. See below for more jobs that match what you’re looking for!

Call Center Manager

Expired Job

Icona Resorts Wildwood , NJ 08260

Posted 1 month ago

Do you have a passion for people?

Do you have a heart for hospitality?

Is hospitality your vocation?

If you have answered yes, then we want to speak to you.

ICONA Resorts is currently seeking a Call Center Manager to join our team. The Call Center Manager is responsible for assisting in the overall efficient and effective operation of the Call Center to meet the established performance standards.

Supervises and coordinates activities of workers providing telephone customer support services. This position manages all employees of the department and is responsible for the performance management.

Requirements

1. Makes necessary changes in staffing based on day of week, sales promotions, and other anticipated events.

2. Monitors productivity of guest service representatives and generates reports.
3. Reviews Track Pulse data to monitor the guest experience

4. Monitors individual, team and call center results to identify and act on both positive and negative performance trends to ensure attainment of revenue goals and performance targets.
5. Monitors service calls to observe team member demeanor, technical accuracy and conformity to company structure.

  • 6.
  • Answers questions and recommends corrective services to address guest complaints.
  • 7.
  • Provides communication and follow up to ensure team members are fully informed of all new information related to products, procedures, guest needs and company related issues, changes or actions.
  • 8.
  • Keys information in to computer to compile work volume statistics for accounting purposes and to keep records of guest service requests and complaints.
  • 9.
  • Determines work procedures, prepares work schedules and expedites workflow.
  • 10.
  • Studies and standardizes procedures to improve efficiency.

    11. Working knowledge of Track Pulse and Room Key software systems.

    PHYSICAL ENVIRONMENTAL DEMANDS:

    • Stand- Under 1/3rd of the time
    • Walk- Under 1/3rd of the time
    • Sit- Over 2/3rd of the time
    • Use hands to fingers, handle or feel- Over 2/3rd of the time
    • Reach with arms and hands- Over 2/3rd of the time
    • Climb or balance- Under 1/3rd of the time
    • Stoop, kneel, crouch or crawl- Under to 1/3rd of the time
    • Talk or hear- Over 2/3rd of the time
    • Taste or smell- Under to 1/3rd of the time
    • Lift minimum of 5 lbs.-25 lbs.- Over 1/3rd of the time

    Benefits

    At ICONA Resorts we have fun while we get the job done! You'll be joining a team of talented, hard-working professionals all working together toward one goal: giving our guests a heavenly experience at our iconic beachfront resorts and restaurants.

    Full-time, year-round employees may be eligible for additional benefits including: health insurance, 401k, & bonuses.

    ICONA Resorts provides equal employment opportunities (EEO) to all employees and applicants for employment without regard to race, color, religion, sex national origin, age, disability or genetics. In addition to federal law requirements, Icona Resorts complies with applicable state and local laws governing nondiscrimination in employment in every location in which the company has facilities. This policy applies to all terms and conditions of employment, including recruiting, hiring, placement, promotion, termination, layoff, recall, transfer, leaves of absence, compensation, and training.

    See if you are a match!

    See how well your resume matches up to this job - upload your resume now.

    Find your dream job anywhere
    with the LiveCareer app.
    Download the
    LiveCareer app and find
    your dream job anywhere
    lc_ad

    Boost your job search productivity with our
    free Chrome Extension!

    lc_apply_tool GET EXTENSION

    Similar Jobs

    Want to see jobs matched to your resume? Upload One Now! Remove
    Food And Beverage Manager

    Icona Resorts

    Posted 1 week ago

    VIEW JOBS 11/8/2018 12:00:00 AM 2019-02-06T00:00 <p>Do you have a passion for people?</p><p>Do you have a heart for hospitality?</p><p>Do you have a mindset of ministry?</p><p>ICONA Resorts is currently looking for a Food and Beverage Managers for our Diamond Beach location.</p><p>We are a family of individuals joined together in a spirit of cooperation, and harmony; passionately committed to giving our guests a 5-­star experience. At ICONA Resorts we are enthusiastic about our culture and take pride in hiring individuals that share our highest mission to provide our guests with unmatched service exuding a spirit of warmth, thoughtfulness, and love.</p><p><br></p><p><strong>What you will be responsible for:</strong></p><ul> <li>Creating a 5-­star experience for every guest</li> <li>Experince in Resort/Hotel/ Catering/ Seasonal business</li> <li>Managing the daily operations of our restaurant, including the selection, development, and performance management of employees</li> <li>Overseeing the inventory and ordering of food and supplies</li> <li>Optimizing profits and ensuring that guests are satisfied with their dining experience</li> <li>Overseeing and managing all areas of the restaurant</li> <li>Adhering to company standards and service levels to increase sales and minimize costs, including food, beverage, supply, utility, and labor costs</li> <li>Ensuring that all financial (invoices, reporting) and personnel/payroll related administrative duties are completed accurately, on time and in accordance with company policies and procedures</li> <li>Enforcing sanitary practices for food handling, general cleanliness, and maintenance of kitchen and dining areas</li> <li>Ensuring compliance with operational standards, company policies, federal/state/local laws, and ordinances </li> <li>Working with the Chef(s) to ensure consistent high quality of food preparation and service</li> <li>Maintaining professional restaurant image, including restaurant cleanliness, proper uniforms, and appearance standards</li> <li>Supervising portion control and quantities of preparation to minimize waste</li> <li>Upholding all ServSafe guidelines</li> <li>Ensuring positive guest service in all areas</li> <li>Responding to complaints, taking any and all appropriate actions to turn dissatisfied guests into return guests</li> <li>Ensuring that proper security procedures are in place to protect employees, guests, and company assets</li> <li>Ensuring a safe working and guest environment to reduce the risk of injury and accidents</li> <li>Managing shifts which include: daily decision making, scheduling, planning while upholding standards, product quality, and cleanliness</li> <li>Investigating and resolving complaints concerning food quality and service</li> <li>Providing direction to employees regarding operational and procedural issues</li> <li>Overseeing the training of new employees</li> <li>Developing employees by providing ongoing feedback, establishing performance expectations, and by conducting performance reviews</li> <li>Maintaining an accurate and up-to-date plan of restaurant staffing needs</li> <li>Preparing schedules and ensuring that the restaurant is staffed for all shifts </li> <li>Providing a favorable image of Icona Resorts, at all times, and promoting our Aloha philosophy </li> <li>Going beyond what is required and doing more than is expected</li> <li>All other duties as assigned</li> </ul><p><strong>Requirements</strong></p><p><strong>To succeed you will need:</strong></p><p>● A smile and a passion for serving others with thoughtfulness and love</p><p>● A strong ability to convey directions</p><p>● Great attention to detail</p><p>● The ability to work quickly in a fast‐paced environment, while keeping our guests relaxed</p><p>● Patience and a positive attitude</p><p><br></p><p>At Icona Resorts we are looking for someone who embodies our culture. The minimum qualifications for this job are as follows:</p><ul> <li>Have a strong knowledge of restaurant operations</li> <li>Be a good team leader and have a positive attitude</li> <li>Must be honest and reliable</li> <li>Ability to perform assigned duties with attention to detail, speed, accuracy, follow ­through, courtesy, cooperation, and work with a minimum of supervision</li> <li>Ability to work well under pressure and handle multiple tasks at once</li> <li>Ability to maintain concentration, and a well organized work environment, as well as the ability to think clearly</li> <li>High school diploma or equivalent required, degree in hotel/restaurant management is desirable; a combination of practical experience and education will be considered as an alternative</li> <li>Minimum 5 years experience in a leadership or management role in food and beverage</li> <li>Must be proficient in the following dimensions of restaurant functions: food planning and preparation, purchasing, sanitation, security, company policies and procedures, personnel management, record keeping, and preparation of reports</li> <li>Must be ServSafe certified</li> <li>Must possess good communication skills for dealing with diverse staff</li> <li>Position requires prolonged standing, bending, stooping, twisting, lifting products and supplies weighing 45 pounds, and repetitive hand and wrist motion</li> <li>Position enviroment will vary from indoor/outdoor in all forms of weather</li> <li>Must be able to work evenings, weekends, and holidays as business dictates</li> </ul><p><strong>Benefits</strong></p><p>At ICONA Resorts we have fun while we get the job done! You'll be joining a team of talented, hard-working professionals all working together toward one goal: giving our guests a heavenly experience at our iconic beachfront resorts.</p><p>Full-time, year-round employees may be eligible for additional benefits including: health insurance, 401k, and bonuses.</p><p>ICONA Resorts provides equal employment opportunities (EEO) to all employees and applicants for employment without regard to race, color, religion, sex national origin, age, disability or genetics. In addition to federal law requirements, Icona Resorts complies with applicable state and local laws governing nondiscrimination in employment in every location in which the company has facilities. This policy applies to all terms and conditions of employment, including recruiting, hiring, placement, promotion, termination, layoff, recall, transfer, leaves of absence, compensation, and training. </p> Icona Resorts Wildwood NJ

    Call Center Manager

    Expired Job

    Icona Resorts