What will I be doing?
Supervise the day to day operations of the Call Transfer Vacation advisors. Maximize package sales production through monitoring, side by side coaching, product knowledge coaching and development. Maintain VPG levels through ensuring quality sales process enhancements. Track team production, attendance and schedule adherence. Rotate coverage on weekends and Holidays as scheduled. Uphold and enforce all Hilton practices, policies and ethical standards.
Coaching and developing front line Vacation Advisors
Side by side and recorded call monitoring
Tracking attendance, schedule adherence and sales performance at the team member level
Work with other departments to ensure all package sales are within sales guidelines
In addition to 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 directed
Manage PTO and schedule exception requests for team members
Assist customer follow up issues.
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:
1 or more years of timeshare call center experience
1 year of Team Lead/Supervisory experience
It would be advantageous 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
Hilton Grand Vacations