Customer Care Manager

Job Description: Call Center Process & Quality Manager

Role Summary

The Call Center Process & Quality Manager is responsible for building and maintaining operational documentation, checklists, and procedures for the hotel operations call center. This role ensures that all agents follow standardized processes while handling guest requests, hotel operations tasks, and support cases. The position will monitor adherence to procedures, maintain documentation, and continuously improve operational efficiency.

Key Responsibilities

Process Documentation

• Create and maintain Standard Operating Procedures (SOPs) for call center operations.

• Document workflows for guest check-ins, reservations, guest complaints, payment processing, kiosk troubleshooting, PMS operations, escalation procedures, and operational tasks.

• Ensure documentation is clear, structured, and easy for agents to follow.

Checklist Development

• Develop daily, weekly, and monthly operational checklists.

• Create structured checklists for agent shift start procedures, system health checks, kiosk monitoring, reservation queue monitoring, check-in verification, payment verification, and guest request handling.

Process Monitoring

• Monitor whether agents are following defined processes and checklists.

• Conduct periodic call reviews and operational reviews.

• Identify operational gaps and compliance issues.

• Report findings to management and recommend improvements.

Quality Assurance

• Ensure guest interactions meet company service standards.

• Review call recordings and chat transcripts.

• Provide feedback to agents to improve service consistency.

Documentation Updates

• Update SOPs whenever systems, tools, or workflows change.

• Maintain a centralized knowledge base for agents.

• Ensure documentation reflects current hotel operational requirements.

Training Support

• Assist in training new agents on operational procedures.

• Work with leadership to refine and improve processes as the platform evolves.

Experience Background

The ideal candidate should have strong experience in hotel operations and operational documentation. The individual should understand how hotel front desk and guest service operations work and be capable of converting operational workflows into structured documentation and standardized procedures.

Preferred Background:

• Experience in hotel front desk operations, guest services, or hotel management

• Experience creating SOPs, operational manuals, and process documentation

• Familiarity with Property Management Systems (PMS) and hotel operational workflows

• Experience working with call center operations or remote guest service teams

• Ability to translate operational knowledge into clear checklists, playbooks, and process guides

• Experience monitoring process compliance and operational quality

Key Success Metrics

• Percentage of company processes documented

• Process adherence by call center agents

• Reduction in operational errors

• Documentation completeness and accuracy

• Improved service quality and operational efficiency

• It is a Full Time Customer Support / TeleCaller job for candidates with 5 - 6+ years Experience.