Overview

Description
What will I be doing?

As a Call Center Manager you would be responsible for executing your position’s responsibilities in alignment with our Spirit of Service culture and driving company success through performing the following tasks to the highest standards:

Mentor, coach, and train team members on a daily basis through shadowing and one on one training sessions

Provide both positive and negative feedback in an effort to improve efficiencies, maximize production and to provide high quality customer service

Responsible for conducting daily informational, motivational, and/or training meetings with team members to help create a positive team environment

Work with management to provide recommendations and/or develop operating procedures, training programs, incentives, and marketing programs

Development and execution of new marketing programs and services

Assist with timely creation, posting, and/or adjusting of team member schedules

Coach agents on performance and issue verbal and written disciplinary or progressive counseling when needed

Opening and closing procedures including a rotation in the Manager on Duty schedule

Handle customer questions, problems, and complaints requiring management intervention

Monitor and assist in the evaluation of program/promotions contacts and contact-to-package sale conversion rates on a daily, weekly, and monthly basis

Other administrative duties including management meetings, running reports and tasks as assigned by management

Qualifications
What are we looking for?

Hilton Grand Vacations is a leader in the vacation ownership industry, operating with an unwavering commitment to innovation, quality, and continued growth. At the core of our company’s success are our Team Members. To fulfill this role successfully, you must possess the following minimum qualifications and experience:

Minimum 2 years of supervisory experience

Proven ability to provide excellent leadership skills and to motivate and train teams

Proven ability to exceed performance targets and deliver customer satisfaction

Strong organizational skill to manage multiple duties and work in a fast-paced environment

Excellent interpersonal and guest relations skills

Excellent communication skills with the ability to read, write, and speak fluently in English and Japanese

Computer proficiency

Ability to work a flexible schedule including nights, weekends, and holidays

High school/GED

It would be advantageous in this position for you to demonstrate the following capabilities and distinctions:

Prior timeshare, hospitality, call center, sales, or customer service experience

BA/BS/Bachelor’s Degree


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