Description

Summary

We are pleased that you are exploring Hyatt Hotels Corporation. Hyatt is a place where high expectations aren't just met- they're exceeded. We believe our customers select Hyatt because of our caring and attentive associates who work hard to provide efficient service and meaningful experiences. It's a place of outstanding rewards, where talent opens doors to exciting challenges in the hospitality industry. At Hyatt, we care for people so they can be their best. Associates of Hyatt are given the tools from the first day to make a difference. Hyatt employees enjoy the following benefits: health and welfare programs, Hyatt retirement savings plan, educational assistance, employee stock purchase program, 12 free room nights for full time associates after 90 days of service, community involvement, and wellness reimbursement.

The Hyatt Shared Service Center provides accounting and customer support for over 200 Hyatt Hotels in North America and Latin America. Hyatt associates work in an environment that demands exceptional performance, yet reaps great rewards- whether it's career opportunities, job enrichment or a supportive working environment. If you are ready for this challenge, we are ready for you!

Hyatt is seeking an experienced Customer Service Supervisor to lead and motivate a team of customer service professionals at the Shared Service Center. This position will lead by example to deliver an exceptional service experience for Hyatt guests who contact us for support. You will guide your team to be creative and passionate problem solvers through coaching and motivation. In partnership with the customer service manager and other colleagues, you will create a positive work environment that enables your team to exceed performance expectations. Also, you will collaborate with the customer service leadership team to drive the overall vision of the department.

Position Responsibilities / Essential Functions

• Supervises the work of a team of Customer Service Agents to achieve performance standards for average speed of answer, request resolution times, quality of service, and other goals.
• Actively and consistently monitors guest interactions to ensure standards for care, professionalism, and appropriate solutions are met during guest interactions.
• Create and maintain performance plans for customer service agents.
• Review and communicate routine and ad-hoc performance reporting to customer service colleagues, and other stakeholders.
• Participate in projects and other efforts to optimize telephony and other technology platforms in order to provide efficient and cost-effective support for guest requests.
• Assist with scheduling and enforcement of attendance policies, to maximize service levels.
• Evaluate individual customer service agent and team performance via routine performance reviews, check-in conversations, and other methods as needed.
• Work closely with Customer Service Manager to initiate recommendations for hiring, merit increases, probationary reviews, promotions, reviews, succession planning, and disciplinary action for assigned customer service colleagues.
• Participate in interviewing, onboarding activities, and other recruitment efforts, as needed.
• Assist with new hire and ongoing training efforts.
• Partner with IT, operations, HR, and other teams to ensure assigned colleagues have all necessary tools and technology to provide exceptional service and support for all guest requests.
• Handle escalated and/or complex guest requests as needed.
• Regular attendance is expected based on schedule and business needs.
• Participation in employee events, onsite meetings, hotel visits and industry conferences is expected.

All qualified candidates will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability or protected veteran status.

Qualifications

Experience

• Strong analytical skills and ability to assess complex data related to team performance.
• Very strong written and oral communication skills, including ability to deliver effective presentations to small groups online and in-person.
• Role model and leader-by-example for customer service team, consistently demonstrates incredible customer focus at all times.
• Demonstrated ability to provide effective coaching, mentorship, and guidance to customer service colleagues.
• Strong attention to detail and highly organized.
• Knowledge of hotel operations a plus.
• Minimum 2+ years customer service leadership experience.

Education

• Associate's degree or equivalent work experience.

Computer Skills Needed to Perform this Job

• Experience with MS Office Suite.
• Experience with Service Now and Opera a plus.