Call Center Lead

Sky Resorts•Sky Valley, CA

3h•$25 - $30•Remote

About The Position

We are seeking a motivated Call Center Lead to oversee our call center operations and drive revenue growth for Sky Resorts. This individual will be responsible for leading a team of call center agents, optimizing sales strategies, and ensuring that underperforming properties receive targeted focus. The ideal candidate will be adept at learning software systems, call center management, and sales coaching to enhance team performance. Sky Resorts manages RV parks and manufactured home communities with a mission to create environments that enhance lives. We consider it our calling to craft places where families make memories, retirees enjoy their best years, and individuals find stress-free getaways. Our properties include Sky Valley Resort and Caliente Springs in Desert Hot Springs, CA; Arizona Oasis in Ehrenberg, AZ; Ocotillo RV Resort in Ocotillo Wells, CA; Desert Gardens in Quartzsite, AZ; Pine Pond Homes in Petoskey, MI; and Black Meadow Landing in Black Meadow Landing, CA. As we strive towards our goal of 10,000 sites in 10 years, we are committed to fostering vibrant communities and providing exceptional experiences for our guests and residents.

Requirements

3+ years of experience in call center management, sales leadership, or hospitality reservations.
Proven ability to analyze data and make data-driven decisions to improve revenue performance.
Experience in coaching and developing sales teams to meet and exceed performance goals.
Excellent verbal and written communication skills.
Ability to multitask, prioritize tasks, and work in a fast-paced environment.
Strong problem-solving skills and the ability to implement strategic initiatives.

Nice To Haves

Preference will be given to candidates located in the Coachella Valley, Inland Empire, High Desert, or Western Arizona regions to allow for occasional on-site visits.

Responsibilities

Answering Phone Calls
Answering the phone by the second ring
Effectively cross-sell and upsell RV sites/rental homes and additional nights
Collaborate closely with the on site staff to maintain accurate information about resort specific situations as they arise
Actively listen to customers' needs and set guest expectations to appropriately match the property they will be visiting
Choose appropriate RV sites according to the length and type of RV
Manage the internal reservation grid to efficiently maximize the total number of reservations
Leverage your persuasive abilities to promote longer stays, special packages, and unique offerings that cater to diverse customer interests.
Maintain a proactive follow-up approach to ensure customer satisfaction and gather valuable feedback in order to become the customer’s favorite RV resort.
Collaborate with the customer support team to address post-stay feedback and improve the overall customer experience.
Set goals around total reservations and revenue taken
Inbound and outbound phone calls
Oversee the daily operations of the call center, ensuring efficiency and high-quality guest interactions.
Must collaborate effectively with on-property front desk teams and management to ensure smooth and seamless customer handoffs.
Monitor and analyze reservation trends to determine which properties need additional revenue focus.
Develop and implement targeted sales strategies to drive occupancy and revenue at struggling properties.
Set and track performance goals for the call center team to enhance booking conversions and guest satisfaction.
Regularly review call center data and performance reports to identify opportunities for improvement.
Develop systems for efficiency and procedures going between the front desk and the call center.
Listen to recorded calls to assess performance, identify training opportunities, and provide constructive feedback.
Coach call center agents and on-property front desk teams to improve sales techniques and guest interactions.
Conduct regular training sessions on sales tactics, effective communication, and RMS software utilization for both the call center and front desk teams.
Implement best practices to improve call handling, upselling strategies, and overall customer experience.
Set clear performance goals by establishing targets for revenue and conversions
Maintain a working knowledge of rates and inventory in the reservation management software to ensure accuracy and optimization.
Work closely with the marketing team to adjust pricing strategies as needed.
Ensure that all team members are proficient in utilizing the reservation software for reservations and revenue tracking.
Have a working and detailed knowledge of property rates and dynamic pricing.
Utilize Google Sheets for data processing and analysis.