Research Analyst - Callers (Ap / AR)

Key Responsibilities Process offline reservation requests received; no direct client communication is required; all work is assigned and tracked internally by supervisors. Proactively contact hotels and suppliers by phone to secure bookings, especially in cases where inventory is limited or arrival times are outside normal windows. Handle assigned transaction queues based on client, location, and priority as determined by supervisors. Complete all required operations agent training and certification, adhering to established API procedures and SOPs. Escalate critical issues to the appropriate management hierarchy as needed for resolution. Maintain operational proficiency through regular queue work, even outside of IROP events. When not engaged in above support, assist with folio collection and once trained, may support credit card reconciliation tasks. Demonstrate flexibility with shift assignments, including potential overnight and weekend work, and willingness to work overtime during major disruption periods. Desired Skills & Qualifications Bachelor's degree or equivalent; recent graduates or those with less than one year of work experience are encouraged to apply. Strong computer literacy and ability to quickly learn new reservation and workflow systems. Excellent verbal, written, and nonverbal communication skills; must be comfortable engaging by phone with hotels and suppliers and collaborating with supervisors. Ability to prioritize tasks in a fast-paced, high-pressure environment, following direction and adapting to changing priorities. Strong logical reasoning and problem-solving skills; ability to think on your feet and respond to unexpected scenarios (e.g., estimating, basic numerical reasoning). Team-oriented, punctual, and reliable, with a positive, proactive attitude and a hunger to learn and grow. Willingness to work flexible hours, including overnight and weekends, as required by operational needs.