Call Center Supervisor

Massanutten Resort

14h•Onsite

About The Position

This role will be responsible for maintaining the appropriate staffing levels for the respective team while ensuring bookings and tour levels are met on a weekly basis. This role will work with other managers within the office to share best practices and minimum standards across team members. This role is responsible for providing weekly team and agent performance reports and sharing with the On-Site Marketing Operations Manager. This position requires a dynamic individual with strong leadership, organizational, and problem-solving skills. The ideal candidate should be strategic yet tactical and not be afraid to confront challenging situations to enforce policies and procedures. This role will directly supervise a team of up to 10 call center agents. This role will work closely with other members of the On-Site Marketing team as well as other managers within the Timeshare Marketing Group.

Requirements

Education: Bachelor’s degree in business administration, management or a related field; or equivalent sales experience as stated below.
Experience: Minimum of 3-5 year’s experience in a call center environment with at least 1-2 years in a supervisory or managerial role.
Outgoing personality with strong leadership and team management skills.
Ability to work under pressure and manage multiple tasks simultaneously.
Exceptional interpersonal and communication skills.
Ability to motivate, coach, train and direct employees.

Nice To Haves

Experience within resort, timeshare, or real estate industry preferred.
Strong knowledge of industry regulations and call center best practices, with special emphasis on timeshare, real estate, or resort development preferred.
Solid understanding of call center performance metrics and reporting as well as payroll management and forecasting.
Experience working in the hospitality or timeshare industry is a plus.

Responsibilities

Maximize booking and tour production from successful implementation of outbounds call efforts to appropriate lead sources.
Ensure proper staffing levels are met for the team on a weekly and monthly basis while ensuring correct performance management practices are in place at an individual agent level.
Working in conjunction with other management staff within the On-Site Marketing Team as well as the other call center offices located in Harrisonburg office or Virginia Beach office, ensure all team and agent processes align with existing policies and operating procedures for the office. This includes team operations, payroll processing, report distribution, and budget adherence.
Ensure minimum customer service standards and protocols are maintained across team. Address escalated customer service issues and complaints in a timely manner.
Ensure team complies with all departmental processes and are in compliance with company, state, and federal regulations as related to tele-sales, data collection and storage, and timeshare marketing.
Contribute to ensuring a positive, proactive and thoughtful leadership environment is maintained throughout the Massanutten Resort call center office.
Collaborate closely with other management within the On-Site Marketing team and across the Timeshare Marketing Group to align daily deliverables, and overall marketing strategy for the department.
When appropriate, act as the liaison between the marketing team and contracted third-party vendors, ensuring a seamless handoff between marketing and sales efforts.
Regularly analyze all team and agent level metrics and develop recommendations to present to On-Site Marketing Operations Manager and implement as necessary.
Ensure minimum standards for team are met and provide pre-approved daily and weekly reporting for management staff to use to evaluate agent and team level effectiveness and process adherence.
Report on results and present / implement recommendations for departmental growth to the On-Site Marketing Operations Manager.
Model ongoing professional development by taking classes, expanding knowledge, and/or maintaining an active professional industry and community network.
Grow leaders within the team through informal coaching that encourages all employee’s personal development, growth, and teamwork and that also encourages co-worker recruitment efforts to achieve desired staffing levels throughout the department and company.
Continually promote learning and development opportunities outside of the workplace for supervisors and high-performing team members.
Develop and implement within your respective area operational strategies and daily work models that are in-line with evolving company, industry, and business trends, needs and strategic priorities.
Provide management oversight to team of call center associates. Duties will include working with Trainer and Recruiter to ensure proper staffing levels are achieved and necessary onboarding takes place. Ensures proper performance management of staff through coaching, correcting and other appropriate measures.
Develops team members and ensures each has the tools and techniques necessary to perform at minimum standards for the position.
Responsible for ensuring all corporate human resources process are followed, enforced and completed for all team members.