German speaking Call Centre Manager (Reservations)

Job Title: German speaking Call Centre Manager (Reservations)
Salary: OTE £40,000 (basic of £35,000 + bonus)
Job Type: Permanent
Location: City of London
Sector: Hospitality, Leisure and Tourism
Starting date: July 2019

The company:
Our client is a dynamic property company with a portfolio of well over 500 locations in the UK and overseas

Main duties:
To establish call centre objectives, provide representatives with opportunities to expand their knowledge of services, products, and troubleshooting techniques, analyse call centre data, and focus on improving performance and processes in an effort to better support customers

The role:
– Hiring, training, coaching, and leading call centre representatives
– Answering representative’s questions, guiding them through difficult calls or issues regarding reservations
– Leading team meetings, asking questions to better understand the calls representatives are receiving, educating and coach workers regarding processes and practices, and explain expectations to employees
– Assisting other management team members in establishing call centre goals
– Ensuring staff members are achieving desired service levels and taking corrective action
– Preparing reports and analysing call centre data to improve processes, ensure resources are properly allocated, and maximize efficiency and customer satisfaction
– Taking on other tasks or projects to support employees, other managers, and call centre operations

The candidate:
– Fluent in English and German
– Previous experience in Hotels – desired
– Ability to multitask and remain calm under pressure, especially during peak hours or intense situations
– Exceptional interpersonal, customer service, problem-solving, verbal and written communication skills
– Knowledge of management principles and familiarity with company products, services, and policies
– Strong coaching and leadership skills, ability to motivate employees
– Decisiveness and attention to detail
– Proficiency with necessary technology, including software applications and phone systems

If you’re interested in applying, please send your CV to carlos@ablrecruitment.com