Contact Center Manager

Revinate is one of the largest and most innovative providers of direct revenue-generating solutions in the hospitality industry. Revinate's mission is to deliver hoteliers scalable direct revenue and profits from data-driven solutions that cultivate deeper relationships with guests. Revinate’s Direct Booking Platform helps capture, convert and retain guests with strategies and services that maximize direct booking revenue. This combination maximizes the lifetime value of each guest through personalized and targeted campaigns across the guest journey. Revinate Marketing has won 1st place for Hotel CRM & Email Marketing in the HotelTechAwards five years in a row!

The Contact Center Manager is responsible for the tactical management of the Revinate Call Center.

This includes adhering to, and improving scalable operating procedures, administering and

adhering to the RezForce budget, effectively managing Supervisors and all RezForce Agents to

drive the highest performance and quality to clients, and is an active participant in Operations

Management.

What You'll Do

• Establish and achieve projected service levels, booking levels, and quality objectives
• Forecast and analyze data against budget figures on a weekly and/or monthly basis
• Align engineering technologies and processes to maximize service delivery
• Align strategic direction with goals and objectives for the department and execute accordingly
• Effectively manage the Contact Center and the department’s work activity & environment
• Communicate departmental activity to and from Senior Management
• Effectively manage and oversee internal and external client relationships
• Deliver consistent service level with each client interaction
• Oversee the success of each new account and develop long-term client relationships
• Contribute in any client de-escalation discussions regarding quality
• Leadership and Business Management
• Demonstrate leadership best practices and principles to drive business objectives and motivate the team
• Apply critical thinking over tasks and projects to ensure key business objectives are being prioritized and completed
• Perform and apply deep knowledge of the Call Center business environment to anticipate opportunities and drive performance at all levels
• Achieve forecasted revenue and profitability goals
• Meet or exceed budgetary expectations and manage departmental costs effectively
• Work with Workforce Management to determine resource requirement and implement staffing plans
• Determine professional development and learning requirements; develop and maintain a professional development strategy
• Work with Education and/or Human Resources to review the performance of call center staff, identify training needs and plan training sessions
• Oversee and manage individual and team performance
• Create, coach and lead team of RezForce Supervisors and carry out management responsibilities in accordance with the organization’s policies and applicable laws
  
  

What You'll Bring

• Bachelor’s degree or 5 to 10 years of related experience and/or training; or equivalent combination of education and experience
• Call center management experience required
• Sales management experience preferred
• Experience managing remote employees preferred
• Works independently and with a collaborative approach
• Able to develop and follow detailed processes and conduct work in a highly organized and reliable manner
• Maintains a high degree of confidentiality and attention to detail
• Analytical skills, problem resolution skills, business partnering skills and the ability to
• manage multiple tasks at one time
• Excellent communications skills
• Knowledge and understanding of state and federal regulations/legislation and the ability to apply this knowledge
• Strong interpersonal skills associated with developing trusting relationships
• Must be able to use general office equipment and programs such as Microsoft Office
• Suite, and be proficient in the use of copiers, fax machines, and printers
  
  

Top 3 Outcomes for Year One

• Lead team to achieve internal employee engagement scores of 8.5 or above
• Meet annual service level, conversion, and quality objectives
• Manage to budget, exceed revenue & profitably objectives
  
  

Benefits

• Health insurance-employee premium paid 100% by Revinate
• Dental insurance-employee and dependents’ premium paid 100% by Revinate
• Vision insurance-employee and dependents’ premium paid 100% by Revinate
• 401(k) with employer match
• Short & Long Term Disability insurance
• Life insurance
• Paid time off
• Monthly work from home stipend
• Telehealth access
• Employee Assistance Program (EAP)
  
  

$65,000 - $80,000 a year

This salary range may be inclusive of several career levels at Revinate and will be narrowed during the interview process based on a number of factors, including (but not limited to) the candidate’s experience, qualifications and location.

Revinate values the flexibility of a remote workforce and the benefits of localized hiring. We focus on specific cities to foster local communities and enhance team cohesion, allowing employees to collaborate, attend local events, and build a strong sense of community and company culture.

Candidates must be located in the city listed in the job application. Thank you!

Revinate is not open to third party solicitation or resumes for our posted FTE positions. Resumes received from third party agencies that are unsolicited will be considered complementary.

Important Security Alert

We have been made aware of fraudulent activities involving individuals impersonating our HR team and offering fake job opportunities. Please be vigilant and ensure your safety by verifying all job offers.

For Authentic Opportunities: Only refer to our official careers page on our company website. Your security is our priority. If you encounter any suspicious activity, please report it immediately. Stay safe and secure! You can confirm or inquire with any questions by reaching out to recruiting@revinate.com

Excited?! Want to learn more? Apply Now!

Our Core Values:

One Revinate - United & Strong, on a single mission together

Built on Trust - It’s the foundation of everything we do

Expect Amazing - We think, dream & deliver big

Customer Love -- When the customer wins, we win

Make it Simpler -- Apply it to everything we do

Hungerness -- Feel it, follow it, be relentless about our success

Grounded in Gratitude - We’re glad to be here & make the most of every day

Revinate Inc. provides Equal Employment Opportunity to all employees and applicants for employment without regard to race, color, religion, gender identity or expression, sex, sexual orientation, national origin, age, disability, genetic information, marital status, amnesty, or status as a covered veteran in accordance with applicable federal, state and local laws. Revinate complies with applicable state and local laws governing non-discrimination in employment in every location in which the company has facilities.

Revinate is not open to third party solicitation or resumes for our posted FTE positions. Resumes received from third party agencies that are unsolicited will be considered complementary.

If you are in need of accommodation or special assistance to navigate our website or to complete your application, please send an e-mail with your request to recruiting@revinate.com.

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