Call Center Manager - Capital Vacations

Train, onboard, develop, retain and mentor staff to achieve organizational objectives and organizational excellence. Evaluate staff effectiveness and continuously process improve. Uphold quality, script, and brand standards. Continuously analyze performance metrics, and at a minimum, achieve them as set forth. Lead by example and drive a member driven and team centric culture. Create and foster a nurturing long-term relationship with our Owners. Resolving any issues that arise to ensure owners and team members are satisfied quickly and completely.

* Pay- Base PLUS Commissions*

• Foster a strong customer advocacy-focused environment. Develop and manage highly skilled staff with an emphasis on sales effectiveness and exceptional post-sale customer service
• Ability to translate vision and strategic plan into clear and specific strategies with defined and measurable outcomes
• Provide leadership to ensure their teams are aligned and executing in accordance with policies, procedures and KPI’s
• Responsible for analysis, reporting and development of actionable recommendations to achieve desired behaviors and outcomes
• Drive and support a customer-focused culture for both internal and external customers, conduct root cause analysis and design efficient, scalable solutions
• Partners with Sales Leaders and other Senior Management to develop short and long-term strategies and assumes responsibility for the implementation of these strategies.
• Ability to effectively manage processes, relationships, and resources to enhance organizational capability and results.
• Aligns with global Contact Center strategy and sales goals to the local market and Organization
• Responsible for creating and delivering operational metrics, performance indicators and customer satisfaction levels
• Display leadership and deliver the Brand Strategy, customer promise and customer philosophy in all interactions across contact centers and throughout company
• Advise Owners on how to use their ownership; collaborate with all other departments in the organization to achieve organizational excellence
• Achieve all Call Center defined metrics, inclusive of Sales & Tour objectives
• Develop and organize training and script materials and effectively train and develop team members on the same
• Collaborate with internal teams (sales, customer Service and senior management, etc.) to address Owner’s needs and issues expeditiously
• Uniform communication to the team
• Excellent interpersonal, Problem solving and leadership skills
• Strong grasp on company products and services
• Ability to multitask and stay organized
• Proficient with basic computer, dialer, and phone system technology
• Prepare work schedules to ensure maximum coverage
• Develop and drive monthly, quarterly, and annual goals
• Create scripts and train and campaigns aligned with company brand and guidelines Internal/State and Federal laws
• Any other duties as may be requisite

Job Requirements

Education, Essential Training / Certifications and Experience:

• High School Diploma/GED
• BA in Business Administration or similar field
• 3-5 years’ experience customer service management in hospitality and/or timeshare management business

Skills, Knowledge and Abilities:

• Proven experience as an Owner Care Manager or Customer Relations Manager
• Experience tracking KPI’s – Customer Satisfaction
• Proficient in MS Office
• A customer-oriented attitude
• Excellent communication and negotiation skills
• Problem-solving attitude
• Ability to work well with a team