Reservations Team Leader - El Cid Vacations Club

Main Responsibilities

• Supervise and coordinate the assigned call center agent team.
• Ensure compliance with service levels (SLA), quality of service, and productivity.
• Provide timely follow-up to the complete reservation management process, validating availability, inventory rules, applicable promotions, and correct documentation.
• Supervise compliance with operational policies and internal guidelines, avoiding unauthorized exceptions.
• Monitor key team indicators: conversion, reservations with promotion, bookings, incident management, and operational adherence.
• Ensure that agents exhaust all alternatives before issuing denials to customers, prioritizing the customer experience.
• Detect operational deviations and execute immediate improvement plans.
• Perform constant coaching, feedback, and team development.
• Coordinate with related areas such as inventory, marketing, and sales to facilitate reservation confirmation.
• Maintain control over operational incidents and ensure proper follow-up for each case.

Required Experience

• Minimum of 3 to 5 years of experience in call center operations.
• At least 1 to 2 years in a leadership or supervisory position.
• Experience in premium customer or member service.
• Experience in reservation management, hospitality, tourism, or timeshare.
• Experience managing operational and commercial KPIs in call centers.
• * Advanced English-C1

Desirable Knowledge

• Management of indicators such as:
• Service level
• Conversion
• Productivity per agent
• Interaction quality
• Knowledge of reservation processes and hotel inventory management.
• Experience using call center systems or contact platforms.
• Intermediate management of analysis and operational tracking tools.

Key Skills

• Strong operational leadership and ability to lead teams under pressure.
• Structured decision-making, always aligned with processes and policies.
• High focus on results and metrics.
• Analytical capacity to quickly identify operational deviations.
• Clear, firm, and professional communication with the team and interpersonal skills.
• Ability for coaching and talent development.
• Orientation toward member experience, always seeking alternatives before issuing denials.
• Organization and operational control.

Personal Characteristics

• High level of responsibility and follow-up.
• Sense of urgency in operations.
• Ability to maintain order, operational discipline, and process control.
• Proactivity to detect problems and propose solutions.
• Balance between empathy with the team and demand for results.

Expected Leadership Competencies

• Ability to align the team to clear objectives.
• Skill to manage individual and collective performance.
• Proper management of operational pressure situations and demanding customers.
• Ability to generate engagement and commitment within the team.

Salary + benefits + bonus/incentives.

-Requirements-

Minimum education: Upper secondary education -Bachillerato General 3 years of experience Languages: English