The NMC Qualifications Supervisor has direct responsibility for the NMC Qualifications Specialists while they provide superior customer service to all members, owners, and guests through phone contact with National Marketing Center.
ESSENTIAL JOB FUNCTIONS
Provides superior customer service in accordance with the Company's standard of excellence.
Manages daily production and leads the team to meet and/or exceed team shift quotas and monthly objectives for the department in budgets, tour flow, and Value Per Guest (VPG) expectations.
Consistently practices "We Love to Say Yes" and maintain the highest standards of professionalism when interacting with fellow team members, management, and members, owners, and guests.
Embraces new team members and contributes to their success.
Manages the processes of confirmations, verifications, and vendors in compliance with all Company and departmental policies and meet established minimum quotas for each process.
Prepares and administers disciplinary actions as necessary.
Maintains solid working knowledge of all properties, Company products, and services as they relate to marketing and the Company as a whole.
Leads in the National Marketing Center's training objectives. Inclusive of preparing the training materials and overseeing the training curriculum, delivery, and execution of the training.
Prepares and leads shift meetings.
Coaches team on all Quality Assurance (QA) reports within the required time frame which management sets and also meets the quota requirements of team member coachings weekly.
Assists in the production of departmental work schedules.
Ensures compliance of time keeping for the departments, including attendance and managing Manager Self Service on a daily basis, making time card corrections, and approving time cards as required by payroll.
Complies with Company and federal guidelines as related to the Do Not Call List.
Reports to management on priorities and activities of the department.
Attends management meetings when required.
Recruits, trains, and develops new team members.
Maintains standards, quotas and levels of accuracy as set forth by management.
Meets established minimum target quotas, per week, for transactions.
Assists management with additional tasks as required or deemed requisite.
Promotes a Stay Vacationed culture within the National Marketing Center.
Assists with ad-hoc duties as assigned.
Completes all required Company trainings and compliance courses as assigned.
Adheres to Company standards and maintains compliance with all policies and procedures.
Performs other related duties as assigned.
A minimum of six (6) months of experience in the call center field required.
A minimum six (6) months of supervisory experience in the call center field required.
This position spends the majority of the time (50% or more) achieving organization objectives, often through the coordinate achievements of subordinate staff. A portion of the time may be spent performing individual tasks related similar to those performed by direct reports, but primary duties are supervisory or organizational-goal related. Analyzes and resolves problems, determines work techniques, monitors for regulatory compliance, maintains production, interprets and creates policies, and demonstrates solid subject matter knowledge.
Establishes departmental goals and objectives, functions with independence, and makes decisions on matters of significant importance. Manages human, financial, and/or physical resources; proactively assesses risk to establish systems and procedures to protect organizational assets. Exercises judgment within defined procedures and policies to determine appropriate action; develops systems to ensure subordinates adhere to policies and procedures in compliance with organizational goals and objectives.
Specific supervisory duties include, but are not limited to the following:
Establishes objectives and goals for the team; plans, organizes and manages work flow.
Assigns, monitors, and reviews work; evaluates direct report's performance.
Recruits, interviews, trains, disciplines, and terminates direct reports.
Orientates and trains direct reports.
Approves time records and time off requests; submits payroll for direct reports.
Investigates and resolves concerns and complaints.
Provides assistance and support; maintains a positive and professional working environment.
LICENSE & CERTIFICATIONS
SKILLS & ABILITIES
This position requires the capability to understand and follow both oral and written directions as well as knowledge and usage of correct business English and office practices. Must be able to communicate effectively with others, analyze and resolve problems, maintain effective working relationships, and interact successfully with internal and external customers.
Specific skills and abilities include, but are not limited to the following:
Attention to detail.
Possesses superb organizational skills.
Ability to administer multiple and concurrent tasks with speed and proficiency.
Ability to operate general office machinery (i.e., computer, copy machine, fax machine, 10-key, etc.).
Computer proficiency in Microsoft Word, Excel and Outlook.
Ability to interpret and create policies, procedures and manuals.
Excellent customer service skills.
Proficient in time management; the ability to organize and manage multiple priorities.
Ability to take initiative and effectively adapt to changes.
Recognizes an emergency situation and takes appropriate action.
Able to establish and maintain a cooperative working relation.
Ability to interpret and create spreadsheets.
Able to use sound judgment; work independently, with minimal supervision.
Strong analytical and problem solving skills.
Able to perform a variety of duties, often changing from one task to another of a different nature, with impending deadlines and/or established timeframes.
Performs well with frequent interruptions and/or distractions.
Basic math skills.
Diamond Resorts Corporation