Director Call Center

Hilton Grand Vacations • Orlando, FL

19h

About The Position

There's nothing more rewarding than creating lifelong memories, for yourself, and for others. And that's what you'll do with us. Through our inclusive culture of belonging, we value and celebrate the uniqueness of every individual who makes us who we are and is part of our amazing global community of more than 22,000 Team Members. They are the talented and brilliant people who deliver memorable experiences for our Members and Guests every single day through their commitment and passion for who we are and what we do.
As an award winning workplace, we pride ourselves on the positive impact we make in our industry and in the communities where we live and work. And we are dedicated to recognizing, rewarding and supporting every achievement, however big or small. It's all part of making incredible memories, together. Find your path in a career that really matters, where you'll truly belong. Join our growing, innovation-drive team today.
Hilton Grand Vacations is a leader in the vacation ownership industry, operating with an unwavering commitment to innovation, quality, and continued growth. At the core of our company’s success are our Team Members.

Requirements

• Proven team or related industry sales track record
• Leadership experience with call center management
• Call center operations experience preferred
• Proficient computer skills, intermediate experience with MS Office Suite, Excel preferred
• Excellent oral and written communication skills, detail-oriented, results-oriented with strong analytical, time management, multitasking and problem-solving skills
• Flexibility and adaptability to changing work volumes and staffing
• Ability to work under pressing deadlines and in a fast-paced environment

Responsibilities

• Leadership and Development of Direct Reports (Day and Night managers, administrative) as well as leadership for team of supervisors
• Managing the operation to exceed package sales targets
• Maximizing package sales opportunity from delivered call volume
• Operational management of relationships with Vendors (such as GMC and Teleperformance)
• Managing a strong relationship with the Choice operations team to maximize call quality and quantity
• Participating in package design and development including financial aspects
• Technical expertise and collaboration with IT and telecom partners – CX One phone system, Choice tools, connectivity, all technical aspects of the operation
• Financial management including maximizing revenues (APP), minimizing operating expenses (CPP)
• Ensuring compensation plans drive production, are transparent and incent team member behavior at competitive rates
• Building and maintaining a positive, productive, and fun work environment
• Ensuring adherence to quality control, compliance, financial security, and data protection
• Ensuring appropriate staffing for call volume and maximizing team member retention
• Ability to understand and report operating metrics, financials, operating plans
• Understanding and willingness to be responsible for an operation that functions seven days a week, 8am to midnight currently
• Collaborating with marketing teams to maximize usage/tour generation, ensure staffing, maximize operating performance
• Embodies the Hilton Grand Vacations Values of Hospitality, Integrity, Leadership, Teamwork, Ownership, Now,
• Completes all required Company training/compliance courses as assigned.
• Adheres to Company standards and maintains compliance with all policies and procedures.
• Performs other related duties as assigned.

Benefits

• Benefits start on your first day of work with no waiting period!
• All U.S. regular full-time and part-time Team Members are eligible for a wide range of benefits.

What This Job Offers

• Job Type: Full-time
• Career Level: Director
• Education Level: No Education Listed