Call Center Supervisor, Buffalo Reservation Center, Remote

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.

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.

• 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

• 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

• Ability to sit for extended periods of time