HSI Hires

Call Management - Receptionist

COMPANY SUMMARY:

Holiday Systems International (HSI) is a technology company, a travel aggregator and a private client service company providing a wide variety of exclusive benefits to a niche market of select international clientele. Founded in 1993, HSI is a fast-paced rapidly growing industry leader.

JOB SUMMARY:

The Receptionist “Call Management” Manager is responsible for ensuring that all callers are greeted and transferred to the appropriate person/department in a courteous and professional manner. This manager’s department is critical to this organization as they are the first point of contact for all potential and current relationships.

PRINCIPAL RESPONSIBILITIES AND DUTIES:

  • Supervise the professional greeting of incoming calls, to the highest standards.
  • Recruitment, induction and training of receptionists.
  • Appraisals and performance management of staff, including monthly meetings.
  • Leading, monitoring, motivating and inspiring the team; providing guidance and support.
  • Review of existing standards and procedures while implementing new best practices to ensure a seamless delivery.
  • On-going development of skills and knowledge for the Call Management team.
  • Produce, manage and operate the reception rotation, checking future planned absences, planning cover and ensuring overtime is provided when necessary.
  • Other duties may be assigned to meet business needs.
  • Professionally administers all incoming calls.
  • Ensures phone calls are redirected accordingly.
  • Ensure department metrics are met and exceeded.
  • Greets guests in a professional, friendly, hospitable manner.
  • Maintains security by following procedures and maintaining a log.
  • Types memos, correspondence, reports, and other documents.
  • Performs a variety of clerical duties.

QUALIFICATIONS/EXPERIENCE:

  • High School diploma or GED.
  • Bilingual Spanish.
  • Minimum two years reception or call center experience.
  • Experience with multi-line telephone console system.
  • Excellent phone etiquette.
  • Customer service driven.
  • Knowledge of MS Office (Word, Excel, Outlook) and ACT.
  • Ability to multi-task.
  • Professional appearance.
  • An excellent customer focused manner at all times.
  • Demonstrating the ability to be proactive and to possess strategic thinking skills.
  • The ability to manage, lead and develop a diverse team.
  • The ability to communicate effectively at all levels.
  • The ability to manage change.
  • A good eye for detail and a desire to take responsibility, through to resolution, for issue and concerns generated by our customers.
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