Call Center Supervisor

Job Description

HGV Now Offers Day One Team Member Benefits!

Do you like developing and encouraging team members? Becoming a Supervisor requires you to maintain the day to day operations for the Call Transfer Vacation Advisors. Enhancing package sales production through monitoring, also includes side by side coaching, product knowledge advancement, and development. Maintain VPG levels through ensuring quality sales process improvements. Track team production, attendance and schedule adherence. Rotate coverage on weekends and holidays as scheduled. Uphold and implement all Hilton practices, policies and ethical standards. We strive on delivering exceptional service to our customers.

ESSENTIAL FUNCTIONS

• Perform quality call monitoring for the department. Resolving whether service delivered meets department quality/service standards thru the use of the call recording platform.

• Tracking attendance, schedule adherence and sales performance at the team member level.

• We work with other departments to ensure all package sales are within sales guidelines.

SUPPORTIVE FUNCTIONS:

In addition to the performance of the essential functions, this position may be required to perform a combination of the following supportive functions. With the percentage of time performing each function to be solely determined by the supervisor based upon the particular requirements of the company.

• Follow up on any system issues with TDI.

• Verify room and tour availability as needed.

• Confirm QA process has been followed as instructed.

• Managing PTO and schedule exception requests for team members.

• Assist customer follow-up issues for continuous excellent customer service.

Qualifications

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 be able to possess the following minimum qualifications and experience:

• 1 or more years of timeshare call center experience
• 1 year of Team Lead/Supervisory experience

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

• Effective communication in a leadership role

• Ability to manage groups and individuals providing daily feedback to staff and updates to management as needed

• Mid level computer skills

WHY DO TEAM MEMBERS LIKE WORKING FOR US?

• Competitive base pay plus commission

• Recognition Programs and Rewards

• Discounted Hilton hotel rates worldwide!

• 401(k) program with company match.

• Paid Time Off (PTO) that allows for adventure, rest, relaxation or recuperation

• Employee Stock purchase program.

• Tuition reimbursement programs.

• Numerous learning and advancement opportunities.

We are an equal opportunity employer and value diversity at our company. We do not discriminate on the basis of race, religion, color, national origin, gender, sexual orientation, age, marital status, veteran status, or disability status.

We will ensure that individuals with disabilities are provided reasonable accommodation to participate in the job application or interview process, to perform essential job functions, and to receive other benefits and privileges of employment. Please contact us to request an accommodation