Contact Center Assistant Manager

Alterra•Olympic Valley, CA

1d•$23 - $32

About The Position

We share the spirit of these legendary mountains with the world. To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential duties. Job Summary: Assistant Manager is responsible for overall Contact Center training set-up and organization. They will also oversee the Mountain Sport Schools Concierge team to ensure training and consistency. The position is also responsible for any product testing. The position is responsible for distributing information to the team, posting updates when and where needed, handling escalation and agent performance reviews. The position requires broad resort knowledge with a strong knowledge of ski school. This person will be called upon to supplement our agent staffing when needed, including outbound sales campaigns and other special projects as required. Applicants must be 18 years of age.

Requirements

Proficient with using Microsoft Office and Windows as well as basic computer skills with the ability to multitask.
Extensive knowledge of SMS, Inntopia, RTP, AMP, Ikon Resort Tools.
Effective communication skills—oral and written.
Strong sense of customer service and safety awareness.
Ability to understand and follow verbal and written instructions.
Have a neat & clean appearance in compliance with the company grooming standards.
Punctual--able to report at scheduled start times.
Work well as part of a team.
Required: High School Diploma or GED
Documented experience in sales/customer service.

Nice To Haves

Preferred: Knowledge of Palisades Tahoe

Responsibilities

Focus is on Ski School and overall training—has 3 direct reports.
Assist in managing a team of 15-20 employees.
Assist in supervisory responsibilities such as interviewing, hiring, and training employees; planning, assigning, and directing work; appraising performance; rewarding and disciplining employees; addressing complaints and resolving problems. This for the MSS Concierge team (3) and general agents (13).
Assist in the resolution of guest complaints and handle guest concerns and communicate suggestions for resolution for Ski School plus tickets, rentals, activities, and events.
Assist in the creation, training—new and ongoing throughout the year--and support of policies and procedures for MSS Concierge and overall agent teams to ensure adherence to our Service Excellence Standards.
Actively collaborate with management from other lines of business to ensure operational needs are met.
Work with the Manager to ensure budget targets for labor and expenses are tracked and monitored.
Work with the Manager/Director in the creation, training and support of policies and operating procedures to increase guest service standards and to ensure accuracy, accountability, and security for all operations. Focus is on MSS Concierge and overall agent team.
Work with the Management Team to analyze current operations to identify sales growth and expense reduction opportunities.
Understand systems to assist with trouble shooting and issue resolution for all agents. Those 13 agents will report directly to Contact Center Manager who will designate conflict resolution to the appropriate Asst. Manager if necessary.

Benefits

Free skiing + riding privileges to 16 iconic resorts including Palisades Tahoe, Mammoth Mountain, Steamboat, Solitude and more!
Healthcare options for both Seasonal & Year-Round employees
Generous discounts on outdoor gear, apparel, etc.
401(k) plan with generous company match
Free lift tickets, plus 50% off lift tickets
25%-50% discount at Food & Beverage locations at Palisades & Alpine
30% discount at Palisades Tahoe operated retail stores, including The North Face, Patagonia, Oakley, and more!
Employee Assistance Program (EAP)
Receive retail and restaurant discounts, season passes for eligible dependents and free tram access.
Full-time, part-time, and on-call staff ski free at 14 iconic resorts, including Palisades Tahoe.