Mgr, Telemarketing
About The Position
As a Call Transfer Manager you will be responsible for assisting with the daily operations within the Call Transfer/Web Promotions team. Analyze data from Call Transfer and Web reporting to ensure sales metrics are achieved. Provide coaching and development to Sales Agents, Team Leads, Supervisors and Senior Manager to drive results of improved performance against sales goals and Team Member survey results. Forecast volume and sales monthly and annually and re-forecast as needed to ensure all metrics are being achieved. Set annual financial budget and manage staff to the approved budgetary commitment. Meet monthly with Sr. Leadership to explain any budget variances. Implement and follow up on all new initiatives for the department and ensure compliance with new programs.
Requirements
- High School Diploma
- 3+ years of related call transfer experience
- 2+ years of supervisory experience
- Proficient in Microsoft Office
- Strong knowledge of Call Center operations
- Ability to create, and analyze statistical information in an easy to understand format
- Flexible Schedule availability
Responsibilities
- Lead sales teams in the direction provided by Sr. leadership.
- Supervise, mentor and coach all individual team members in all aspects of the business while meeting or exceeding budgetary requirements.
- Maintain departmental statistical reporting to ensure targets are being achieved and action plan on new and developing projects.
- Responsible for the preparation of progressive discipline and performance management.
- Set financial and sales budgets annually and review them monthly to ensure all metrics are achieved.
- Direct the design and implementation of all new hire and ongoing training programs for the department.
- Develop and deliver ongoing training programs for management level to increase effectiveness and improve leadership retention.
- Perform reasonable job requests or tasks as assigned by management.
- Keep current and share best practices relating to other call centers, timeshare industry and partnering departments.
- Be able to effectively present sales training programs to agents and management.
- Oversee scheduling and hiring to ensure proper coverage for all incoming call volume
Benefits
- Paid Time Off (PTO)
- HGV Retirement Savings Plan
- Go Hilton Team Member Travel Program
- Employee Stock Purchase Plan
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What This Job Offers
Job Type
Full-time
Career Level
Manager
Education Level
High school or GED
