Job description

Catalina Express is the premier transportation carrier to Catalina Island from the mainland. Operating from four ports with up to 30 departures a day during our busy summer season, our Call Center is a critical part of the excellent customer service we offer to our passengers.

We are looking for a Call Center Manager to support and guide our team and deliver premium service to our passengers.

Responsibilities include:

• Oversee the selection, orientation, training, assigning, coaching, and counseling of our Call Center team; establishing and communicating job expectations; enforcing policies and procedures; working to ensure that staffing meets the seasonal needs of the company.
• Establish and oversee departmental strategic plans and reviews keeping n line with company plans; ensuring customer (internal and external) satisfaction; utilizing system audits; monitoring quality assurance policies and procedures.
• Plan and maintain efficient operation of the Call Center
• Enhance staff performance

Qualifications include:

• Minimum 5 years Call Center Management experience
• Exceptional customer service focus
• Confidence in leading and developing staff members
• Travel industry experience preferred
• Proficient in MS Word, Excel, Outlook
• Excellent written and verbal skills
• Some IT background preferred

Job Type: Full-time

Pay: $68,000.00 - $80,000.00 per year

Benefits:

• 401(k)
• 401(k) matching
• Dental insurance
• Health insurance
• Life insurance
• Paid time off
• Vision insurance

Schedule:

• 8 hour shift
• Monday to Friday
• Weekend availability

Ability to commute/relocate:

• San Pedro, CA 90731: Reliably commute or planning to relocate before starting work (Required)

Work Location: In person

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