Team Manager - Inbound Sales (Pm)

Position Description:

This position will be responsible for Inbound Sales production of the Inbound IHG Call Transfer Vacation Sales team as it relates to package sales and conversion percentage. This position will supervise the day to day activities of their team, exhibiting strong leadership skills, and maintaining a positive and enthusiastic attitude. You will utilize our service culture and available tools to drive superior customer service, as well as activities and decision-making processes that support the vision and mission of the organization.

Essential Duties and Tasks:

• Ensures IHG Call Transfer Agent team adherence with regards to; schedules, log-in time and availability.

• Monitor and coach agents while utilizing company approved forms such as; Daily Action Plan, Agent Monitoring and Coaching. Provide 1:1 coaching sessions live monitoring and review call recordings for enhanced soft skill training.

• Administrative duties include but are not limited to; payroll, daily line-up, missed punches, PTO requests, corrective actions, performance appraisals, escalated customer issues.

• Track team statistics and provide individual and team goals on a daily and weekly basis to ensure agents success and retention.

• Provide a consistent seamless on-boarding transition from training to team assignment.

Supervisory Responsibilities:

• Phone Sales Agents

Education and/or Experience:

Two years of sales experience required

• High School Diploma or GED equivalent

• Leadership in call center sales within the Timeshare industry a plus

Qualifications:

Proficient in Microsoft Office

• Excellent written and verbal communication skills

• Maintain an upbeat, positive and motivated demeanor

• Able to read/write/speak the English language, Spanish a plus

• Able to maintain required sales percentage per week

• Able to work variable schedule, including evenings, and weekends based on call center needs

Physical Demands:

While performing the duties of this job the employee may be required to sit or stand for extended periods of time. Will be required to bend, twist, reach, push, pull, and operate office machinery. Must be able to lift up to fifteen pounds. Specific work assignments may change without notice. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions of the job.

Work Schedule/Hours:

Schedules will vary depending on business needs, and may entail working nights, weekends and holidays. Must be flexible to work outside of departmental operating hours.

INDCCC