Inbound Call Center

Accapulco Hotel

Multiple Cities, Pakistan

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Posted 4 days ago 19 views Report Job

PKR. 200,000 - 200,000/Month

Accapulco Hotel is seeking a skilled professional to oversee our Inbound Call Center operations. This role requires expertise in hospitality, particularly in hotel services, along with proficiency in artificial intelligence applications and translation from English to Turkish. The ideal candidate brings at least five years of relevant experience and manages a team of 25 individuals, ensuring efficient call handling and superior customer service. This position plays a vital role in enhancing guest satisfaction by addressing inquiries, resolving issues, and facilitating clear communication between hotel staff and guests. The Inbound Call Center Manager leads daily operations with a focus on optimizing call center performance and implementing AI-driven solutions to improve responsiveness. Managing a diverse team, the manager fosters a collaborative environment that emphasizes professional development and high-quality service delivery. This role demands excellent organizational skills, a thorough understanding of hotel industry standards, and the ability to coordinate multilingual communication effectively to meet the needs of our international clientele.
Responsibilities

Manage and supervise the inbound call center operations, ensuring consistent achievement of performance targets.
Coordinate a team of 25 call center agents, providing guidance, training, and support to optimize their performance.
Apply hotel industry knowledge to assist callers effectively, addressing reservations, inquiries, and service-related requests.
Utilize AI technologies to enhance call routing, response accuracy, and overall call center efficiency.
Facilitate accurate translation between English and Turkish to improve communication with guests and resolve language barriers.
Monitor call quality and customer feedback to identify areas for improvement and implement action plans.
Develop and maintain standard operating procedures for call center practices that align with Accapulco Hotels service standards.
Collaborate with other hotel departments to address guest concerns swiftly and ensure a seamless service experience.
Analyze call center metrics and prepare performance reports for senior management review.
Promote a positive work environment that encourages teamwork, accountability, and continuous learning.