Current Employee? Click here to apply.

Call Center Manager

Date Posted:  Jun 7, 2024
Requisition ID:  444573

Madison, IN, US, 47250


Work for Indiana


Begin a fulfilling career with the State of Indiana by joining one of the largest employers in the state, offering a diverse range of opportunities across 60+ agencies. At the state, you'll find competitive compensation, a robust benefits package and a commitment to work-life balance. Most importantly, you'll have the chance to make a real and measurable impact on the lives of Hoosiers across Indiana.


At the State of Indiana, we don’t just talk about diversity and inclusion—we make it our goal to create a welcoming, accessible, and equitable workplace with a workforce that is representative of Indiana's population. As a proud equal opportunity employer, reasonable accommodations may be available to enable individuals with disabilities to complete the application and interview process as well as perform the essential functions of a role.


About the Indiana State Park Inns:
The Indiana State Park Inns are one of the oldest state parks lodging systems in the country. We proudly operate seven unique and beautiful facilities throughout our great state of Indiana that offer a unique experience for guests to enjoy the sights and sounds of nature and make memories naturally!


Role Overview

The Call Center Manager ensures smooth and efficient operations in the department through prompt, effective, and proper reservations service to achieve maximum room revenue to meet or exceed the revenue target.


Salary Statement

The salary for this position traditionally starts at $39,000 but may be commensurate with education or work experience.


A Day in the Life:

  • Ensure that all team members are on duty as scheduled
  • Ensure that all team members are carrying out their tasks as assigned
  • Manage any overbookings
  • Make sure that all VIP reservations have been inserted correctly
  • Check the arrivals list and the accuracy of the reservations/rates and investigate any double bookings
  • Prepare and analyze all appropriate reports
  • Attend meetings, prepared with all necessary information from the Reservations Department
  • Coordinate with Reception for any outstanding bill back correspondence
  • Share with the team any new information
  • Ensure regular communication meetings as per company procedures 
  • Responsible for training staff
  • Actively develop team member's skills and performance through coaching and training
  • Keep up to date with global and local events impacting your city and hotel
  • Assist in updating scripts to ensure they are user-friendly and maximize key benefits
  • Review reservations daily to maintain the accuracy of all reservations and other data
  • Audit operating standards and procedures in the Reservations department to ensure they comply with company practices
  • Supervise Group Reservations
  • Responsible for work schedule

What You'll Need for Success:

  • Minimum 3 years experience as Reservation supervisor or Assistant Manager
  • Graduation from a college or university in an appropriate curriculum
  • Previous experience of leadership
  • Experience in managing budgets
  • People focused with a passion for development
  • This role should expect to work afternoons, evenings, weekends, and holidays
  • Individuals may be required to wear an Indiana State Park Inns-provided uniform
  • Ability to hold effective communication with coworkers and guests and assist them as needed
  • Ability to supervise employees

Supervisory Responsibilities/Direct Reports:

This role may provide direct supervision for one or more staff members.


Benefits of Employment with the State of Indiana:

The State of Indiana offers a comprehensive benefit package for full-time employees which includes: 

  • Three (3) medical plan options (including RX coverage) as well as vision and dental plans
  • Wellness Rewards Program: Complete wellness activities to earn gift card rewards
  • Health savings account, which includes bi-weekly state contribution
  • Flexible work scheduling options, including the potential for hybrid remote work for employees whose work may be performed outside state facilities
  • Deferred compensation 457B account (similar to 401k plan) with employer match
  • Two (2) fully-funded pension plan options
  • A robust, comprehensive program of leave policies covering a variety of employee needs, including but not limited to:
    • 150 hours of paid new parent leave
    • Up to 15 hours of paid community service leave
  • Combined 180 hours of paid vacation, personal, and sick leave time off
  • 9 paid holidays/special event days
  • Education Reimbursement Program
  • Group life insurance
  • Referral Bonus program
  • Employee assistance program that allows for covered behavioral health visits
  • Qualified employer for the Public Service Loan Forgiveness Program
  • Free Parking for most positions
  • Free LinkedIn Learning access


Equal Employment Opportunity:

The State of Indiana is an Equal Opportunity Employer and is committed to recruiting, selecting, developing, and promoting employees based on individual ability and job performance. Our policy is to provide equal employment opportunity to all people in all aspects of employer-employee relations without discrimination because of race, color, creed, religion, sex, national origin, ancestry, age, sexual orientation, gender identity, physical or mental disability, or veteran status. We will comply with the spirit as well as the letter of all applicable state and federal laws. 


If you are a qualified individual with a disability and require reasonable accommodations to complete this application, you can request assistance by contacting the Indiana State Personnel Department at [email protected].


The State of Indiana has established a culture that welcomes equity, inclusion, and opportunity for all employees and applicants. We encourage you to apply if you feel you have the transferrable skills to be successful in this position and we look forward to reviewing your application.


Current Employee? Click here to apply.

Nearest Major Market: Bloomington Indiana
Nearest Secondary Market: Seymour