Call Center Supervisor

Overview Delaware North is hiring a full-time remote Call Center Supervisor to join our Reservation Center team at our global headquarters in Buffalo, New York. As a Call Center Supervisor, you will be responsible for overseeing the Leisure and Transient reservation business across multiple properties while supporting guest service excellence, operational efficiency, and team performance. Some in-person training will be required at our headquarters in Buffalo, New York. External candidates are required to complete a 90-day onboarding and training period working as a Reservation Agent before assuming full Call Center Supervisor responsibilities. Additional Details We care about our team member’s personal and professional well-being. Delaware North provides a benefits package designed to give you the comfort, safety, and security you need to deliver exceptional experiences for our guests. All team members receive benefits including: Weekly pay Training and development opportunities Employee discounts Flexible work schedules Eligible team members may also receive: health, dental, and vision insurance, 401(k) with company match, paid vacation days and holidays, paid parental bonding leave, employee assistance program, and tuition and/or professional certification reimbursement. Responsibilities Support reservation agents with escalations, billing issues, and guest concerns to ensure timely resolution Coach and develop team members through audits, individual meetings, performance reviews, onboarding, and ongoing training Monitor department KPIs, productivity goals, service levels, and guest satisfaction metrics to identify performance gaps Implement process improvements and best practices that strengthen operational efficiency and the guest experience Troubleshoot system issues and coordinate reporting or escalation to maintain smooth operations Manage department communications, standard operating procedures, and email response standards to ensure consistency Partner with leadership and cross-functional teams to resolve reservation, inventory, rate, and system discrepancies Analyze trends, conduct root cause analysis, and recommend solutions while maintaining professional stakeholder communication Qualifications Previous customer service and leadership experience Excellent verbal, written, and email communication skills Strong problem-solving, analytical, and root cause analysis skills Experience coaching and developing team members Strong organizational, multitasking, and time management skills Proficiency with computers and the ability to quickly learn new applications Ability to review data, identify discrepancies, and collaborate across departments to resolve issues Knowledge of reservation systems, call center operations, or hospitality industry practices preferred Physical Requirements Ability to sit for extended periods of time