In-Office Call Center Supervisor

Purpose

The Owner Care Supervisor interacts with Resort guests and Owners, providing information and assistance while delivering superior customer service.

Principal Duties and Responsibilities

• Responsibilities listed may not apply to all locations

• Improves customer recovery by listening to customer problems and working with Site Leadership and Senior Leadership to discover a solution that is acceptable to the customer and company

• Monitor, coach, and provide specific feedback to meet performance requirements, including quality, productivity, attendance, and accuracy of performance

• Completes a minimum of 3 call monitors per month and conducts monthly QA review sessions that will assist in creating action plans to enhance customer experience and performance

• Ability to coach and develop direct reports to meet and exceed call center goals and to achieve ancillary revenue sales goals and tour goals

• Distribute reporting for teams and/or center

• Responsible for achieving Team agents KPIs and adherence metrics

• Executes agent infractions and coaching initiatives

• Prepares and delivers formal performance reviews and performance improvement plans for all team members

• Coach team to achieve upsell objectives, identify motivational initiatives and incentives

• Maintain excellent working knowledge of company policies and procedures

• Makes decisions with guidance from the Director where needed

• Audit reservations to ensure accuracy and performance.

• Tasked with creating, running, and distributing various reports for Sr. Leadership regularly and as requested

• Administer escalated calls from Internal departments, owners, and guests

• Hire, train, and develop Specialists

• Embrace service and brand platform standards

• Partners with other business units and provides up-to-date information to associates

• Conducts pre-shift meetings

• Create the monthly schedule for call center teams

• Must maintain flexibility with schedule

• Other duties as assigned

• Assists with annual meetings

• All other duties as requested

General Statement - Performs the job assigned, complying with Company policies and procedures, business code of ethics, FLSA regulations, and all applicable laws, as well as ensuring confidentiality, reliability, quality, and productivity.

Job Requirements

Education, Essential Training / Certifications, and Experience:

• 2+ years of college preferred, some college preferred

• High-level proficiency with Microsoft Office applications, High proficiency in MS Excel required

• 3-5+ years of experience as a leader or Supervisor in a Call Center is a must

• Hotel/timeshare experience a plus

• Knowledge of Timeshare Ware and SPI is a plus.

Skills, Knowledge, and Abilities:

• Advanced computer skills proficient in Microsoft Office-Word, Excel, Access, PowerPoint, Publisher-

• Excellent organizational and prioritizing skills

• Excellent customer and problem-solving skills

• Excellent communication skills; verbal and written, bilingual preferred

• Ability to work independently and manage a team

• Flexible schedule, with the ability to work evenings, weekends, holidays and On-Call

Shift: Additional hours may be necessary to meet goals, deadlines, and business needs

• Regular Hours, On-Call, and Weekend

Travel:

• None