Club Manager of the Contact Center Role
You will be providing direct oversight of the Club Contact Center, the Club Contact Center Manager will lead initiatives to drive a positive member experience with focus on team member engagement, education and quality management to optimize usage of the Club Program by its members. Provide excellent customer service culture and promote this culture throughout the entire organization. Strive to keep the department running in an efficient and profitable manner and increase satisfaction, loyalty, retention and to meet and exceed members' expectations.
Responsible for leading and motivating a team of three supervisors, 5 team leads, and 80+ Club Counselors.
Manage the Orlando Club Call Center Operations insuring large volumes of inbound calls are answered efficiently, while maintaining a high level member experience and satisfaction standard via our VOC results.
Working directly with the recruitment team, interview and hire the best quality candidates for vacant positions.
Conduct performance evaluations for reporting team members and provide coaching and counseling sessions when necessary
Partner with HR in determining proper disciplinary actions and/or terminations of employment.
Coach, train, and mentor team members for development and succession planning.
Responsible for writing, updating and implementing department service procedures, policies and standards.
Direct oversight of service partnership relationship (FAVC)
Manage special outcall initiatives including; new member welcome and inactive membership.
Support Quality Management initiatives to recognize areas of opportunity and retraining.
Lead staff meetings and participate and contribute in department meetings.
Represent the Club in stretch assignments and initiatives as needed.
Champion change, new product offerings and technology within the business unit and throughout the company.
Participate in Club Member Education Events as needed.
Perform any other reasonable request by Management.
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.
Minimum 2 years manager experience
Strong leadership skills
3-5 years of related experience
Computer literate Microsoft Applications, computer literacy.
Excellent communication skills verbal and written
Team oriented and Results driven
Change Management skills
Strong leadership skills
Ability to motivate and drive team member engagement.
Must be able to work nights until 12 midnight and weekends.
Salesforce CRM (Service Cloud), Workforce management (IEX), NICE Quality Management
2 years management experience in a contact center environment.
Hilton Grand Vacations