Call Center Supervisor

Job Location US-OH-Columbus
Posted Date 3 months ago(12/5/2017 11:10 AM)


Company: G6 Hospitality

5300 N. High Street, Columbus OH 43214


What we are looking for:


To oversee the day to day activities for a specific General Reservations team and assist in day to day functions of the Motel6/Studio6 contact center; works to drive business results and ensure productivity goals are exceeded; develops, coaches, trains, motivates and evaluates employees; responsible for ensuring that the staff is managed appropriately, ensuring call volumes are handled to an acceptable service level and abandon rate while sales expectations are met; responsible for supporting Company, Department, Center goals and initiatives through implementation of directives, policies, procedures, quality standards, and process improvements.

This position support second shift operations, running from 4PM to 1AM, Tuesday through Saturday.

Who we are:


Whether you’re working at our headquarters in Carrollton or at one of our Motel 6 or Studio 6 locations, you have the unique opportunity to connect and leave a positive impact on those who visit us every day, in a real and meaningful way.


As an iconic brand in economy lodging, we live to serve both our guest and our team members, equally. We seek out those who have a Heart for Service and a desire to grow with our organization. We provide our team members competitive benefits, in addition to leadership coaching and development opportunities through robust training and forums. Plus, with our Operation Next Step program we are committed to honoring and supporting our veterans and military spouses by creating opportunities to take that next step in their career with us.


At Motel 6/ Studio 6, we work hard but we make sure to show our appreciation for our team members’ contributions during our CEO Awards, Team Member Appreciation Month, Veterans Day events, in addition to providing incentives for our frontline team members.


If you have a service attitude, a desire to transform your career and have an entrepreneurial spirit, we look forward to having you join our team!








What You Will Be Doing 

  • Creates a positive and engaged work environment by building trust and empowering and motivating team members
  • Develops, promotes, maintains collaborative working relationships among team members and proactively addresses potential issues and conflicts to ensure team members meet KPI’s
  • Mentors, develops and trains newer and existing employees
  • Proactively coaches employees to find formal and informal opportunities to share knowledge, experience and expertise
  • Tailors and adapts coaching and development to employees ensuring specific recommendations are provided to assist in achieving Key Performance Indicators
  • Provides regularly scheduled sessions to provide actionable feedback on job performance ensuring KPI Goals are met
  • Rapidly assimilates new team members into the structure ensuring understanding of expectations, policies and vision
  • Listens to and scores calls on each individual agent and subsequently delivers call quality assessments. Ability to adapt coaching to each individual team member ensuring enhance to their performance
  • Conducts individual Month End Score Card evaluations and subsequent 1:1 coaching sessions. Responsible for providing feedback ensuring the Agent understands exactly where they finished in relation to expected standards in all KPI’s, Call Metrics and Behaviors relating to Company Vision
  • Monitor e-mail correspondence providing coaching where needed
  • Manages team performance to achieve or exceed established goals, proactively monitors daily activities of direct reports
  • Works with management to establish best practices, team goals and strategy
  • Holds self and others accountable for achieving results, following processes, policy and procedures and delivering high standards of accuracy and efficiency in work performed
  • Communicates change in work activities and priorities to Agents
  • Assists team in adjusting and responding to change while maintaining personal and team effectiveness
  • Analyze information such as metrics, data, output and reports, and communicates relevant information
  • Recommends improvements to processes to improve overall performance, results and customer experience
  • Ensures that activities of team are monitored for compliance of all policies, procedures and applicable laws
  • Uses discretionary authority to approve exceptions with staff to ensure the right thing is done for the right reaso
  • Provides guidance and direction to Agents on handling difficult customers and issues
  • Helps resolve challenging customer issues and at times, will handle escalated “Supervisor” calls
  • Monitors customer feedback and escalates trends on an appropriate basis
  • Models expected behaviors to reinforce the customer experience
  • Monitors calls and conducts calibrations to ensure customer engagement
  • Will Work in Queue as necessary
  • Assists in selection of new employees
  • Evaluates performance and conducts performance reviews
  • Recommends promotions, transfers, salary increases
  • Recommends terminations for attendance, disciplinary or performance issues
  • Documents all coaching, counseling and corrective action of direct reports
  • Performs general administrative tasks with documentation
  • Maintains working files on direct reports with in database
  • Assists with additional projects and tasks as needed
  • Maintain attention and concentration for extended periods of time
  • Read and interpret documents and instructions from guests, properties, and other employees
  • Ability to communicate effectively with guests, properties, and other employees
  • Multi-task and prioritize workload
  • Work within the appropriate level of independence
  • Function in a fast-paced environment
  • Demonstrate versatility and ability to effectively adapt to and communicate with individuals while displaying appropriate presentation. Also includes appropriate non-verbal behavior.
  • If applicable, ability to travel for meetings with customers, vendors, other employees, and/or other business necessities





  • 2 years prior supervisory experience, preferably managing teams of at least 15 employees
  • Above average written and verbal communication skills
  • Solid proficiency of Microsoft Office software
  • Demonstrated proficiency in coaching and leading/driving others to performance goals
  • Professional image, sense of urgency and excellent organization and planning skills
  • Ability to effectively communicate at many organizational levels, including non-exempt associates, management and outside contacts
  • Exceptional attendance and flexibility is required

To apply, please click on the application link, or send resumes to


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