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Open nowPosted 263 days ago

Reservations Center Manager

Workable (global search)108,016 open roles

Where
Tatu City, Kiambu County, Kenya
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Your applicationOpen nowReservations Center ManagerWorkable (global search) · Tatu City, Kiambu County, Kenya

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  2. CV RocketCV written for this posting.

  3. 25 readersRecruiter, hiring manager, skeptic. Round after round.

  4. CV RocketApplied on Workable (global search)'s own form.

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The clock on this job

Early applications get read.

7.9% of postings close within 7 days. Measured by our own scanner across the market. Workable (global search) postings stay open a median of 7 days.

Share of postings closed within
  1. 1.6%1 day
  2. 3.6%3 days
  3. 7.9%7 days
  4. 14.9%14 days
  5. 34.0%30 days
This job: posted 263 days ago

Workable (global search) median: 7 days open

The posting

The Reservations Center Manager is responsible for leading the call center team to deliver exceptional customer service, meet performance goals, and foster a culture of continuous improvement. This role oversees supervisors and agents, ensuring service standards are met while supporting employee development and operational efficiency.

Responsibilities

Call Center Operations:

  • Ensure all agents are consistently meeting or exceeding service level goals.
  • Drive participation and performance in after-call surveys.
  • Identify and recommend workflow improvements to enhance efficiency and effectiveness.
  • Monitor system-related issues and ensure timely resolution.

Supervisor Oversight:

  • Coach and mentor supervisors and frontline staff to support career development and drive performance.
  • Identify training needs, monitor progress, and ensure timely completion of development plans.
  • Lead bi-weekly team meetings with structured agendas focused on goals, updates, and performance insights.
  • Promote a positive and supportive leadership culture, ensuring supervisors model effective communication, conflict resolution, and team engagement.
  • Oversee the resolution of escalated customer issues, ensuring a high standard of service and satisfaction.
  • Monitor and evaluate guest interactions, including low-score calls, transferred calls, and hold times, to ensure quality and consistency.
  • Track agent performance and schedule adherence, providing timely feedback and corrective action when necessary.
  • Maintain accurate documentation of employee concerns, performance issues, and disciplinary actions.
  • Manage payroll, time-off requests, and scheduling with a high level of accuracy and attention to detail.
  • Support sales and service teams in overcoming objections and resolving service-level challenges.
  • Handle resignations and terminations in accordance with company policies and procedures.
  • Troubleshoot and follow up on system-related issues to ensure timely resolution.

Requirements

  • Bachelor’s degree in Business Administration, Management, Hospitality, Communications, or a related field
  • 5+ years of people management experience, including at least 1 year in a call center environment managing supervisors and frontline teams
  • Strong leadership, coaching, and performance management skills
  • Excellent verbal and written communication skills in English
  • Experience working with CRM, telephony, and workforce management systems
  • Ability to operate effectively in a fast-paced, performance-driven environment
  • Willingness to work shifts aligned with international time zones, including weekends and public holidays as required
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