The Call Center Manager is responsible for all outbound call activity for Resorts Realty LLC. Provides direction and support to agents to drive package sales and tour generation for the Resorts West Vacation Club. Creates a fun and welcoming environment for their team. Hires, trains, and develops team members and is responsible for all metrics, service, and culture within the Contact Center. Drives sales through outbound sales efforts. Reports to the VP of Marketing.
* Monitors and provides feedback to agents regarding performance on all calls* Hit monthly sales goals on out-bound calls.* Provides feedback and coaching to agents regarding overall performance, behavior, and attendance.* Develops creative scripts for agents to penetrate leads and convert successful tours* Responsible for coaching, developing, and mentoring agents.* Trains agents in live environment to success.* Motivates and trains outbound sales agents to hit sales targets* Maintains open and professional communication with other departments.* Completes administrative tasks daily as requested by management.* Responsible for meeting department goals in regard to service levels, quality assurance, and other key performance indicators (KPIs) and contributes to the overall success of the department.* Designs and facilitates training programs for key personnel in conjunction with management team.* Leads recruitment activities for the department including candidate interviews, updating human resource systems with outcomes and making hiring recommendations to management.* Completes all required Company trainings and compliance courses as assigned.* Adheres to Company standards and maintains compliance with all policies and procedures.* Performs other related duties as assigned.EDUCATION
* High School Diploma or equivalent.EXPERIENCE
* A minimum two (2) years of experience in call center field required.* A minimum two (2) years of supervisory experience in call center field required* Previous phone sales environment is a mustSUPERVISORY RESPONSIBILITIES
* Establishes objectives and goals for the team; plans, organizes and manages work flow.* Assigns, monitors, and reviews work; evaluates direct report’s performance.* Recruits, interviews, trains, disciplines, and terminates direct reports.* Orientates and trains direct reports.* Approves time records and time off requests; submits payroll for direct reports.* Investigates and resolves concerns and complaints.* Provides assistance and support; maintains a positive and professional working environment.LICENSE & CERTIFICATIONS
* This position does not require licenses or certifications.SKILLS & ABILITIES
This position requires the capability to understand and follow both oral and written directions as well as knowledge and usage of correct business English and office practices. Must be able to communicate effectively with others, analyze and resolve problems, maintain effective working relationships, and interact successfully with internal and external customers. Specific skills and abilities include but are not limited to the following:
* Ability to function under high pressure in a fast-paced environment.* Excellent written and verbal communications skills.* Ability to facilitate training or coaching sessions with team members.* Detail oriented.* Ability to analyze team members’ call statistics.* Computer proficiency in Microsoft Word, Excel and Outlook.* Understands how to develop and implement business strategies.* Excellent customer service skills.* Proficient in time management; the ability to organize and manage multiple priorities.* Strong project management and planning skills.* Ability to successfully negotiate.* Ability to take initiative and effectively adapt to changes.* Able to use sound judgment; work independently, with minimal supervision.* Strong analytical and problem-solving skills.* Recognizes an emergency situation and takes appropriate action.* Able to establish and maintain a cooperative working relation.* Ability to interpret and create spreadsheets.* Strong analytical and problem-solving skills.* Able to perform a variety of duties, often changing from one task to another of a different nature, with impending deadlines and/or established timeframes.* Competent in public speaking.* Performs well with frequent interruptions and/or distractions.* Basic math skills

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