Supervisor, Activations

Hilton Grand Vacations•Orlando, FL

3d•Onsite

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 14,000 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’re 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-driven team today. The Supervisor, Activations is tasked with assisting and coordinating with the manager in overseeing and providing leadership to a team of associates. Collaborates with department managers to ensure guest expectations and experience are met and surpassed by supervising and leading the team in providing guidance and leadership to associates, ensuring procedures and policies are in line, and in support of, Bluegreen’s Core Values, HR and call center policies. Coordinates with leadership staff in generating daily department, dialer and associate reporting, including performance, attendance, production etc. with the purpose of assisting in the accomplishment of department objectives. Maintains knowledge of dialer system/software to contribute to the management of call flow and speed. Continually monitors the work environment and ensures that all systems are operational, ensuring that list penetration, abandon percentages and customer contact rates are maintained within set parameters. Develops and oversees the execution of onboard department training, as well as the ongoing developmental training of associates. Conducts bi-monthly one-on-one sessions with associates meeting expectations and weekly with associates that are underperforming. Handles escalated guests concerns and takes over calls as necessary. Makes follow up calls, as needed, to achieve a quality guest experience. Directly manages and oversees the departmental BVSCACT inbox and ensures that emails are responded to, handled and followed up on, in a timely manner.

Requirements

High School Diploma or Equivalent
2 years call center experience in sales, timeshare or customer service
2 years of supervisory/lead experience in an outbound/sales environment, leading at least 15 associates
Basic knowledge of dialer software and operations
Solid computer skills with minimum of intermediate knowledge and experience with MSOffice suite, specifically Excel
Excellent verbal and written communication skills to effectively collaborate with all levels of the call center.
Proven track record of strong sales and customer service competency.
Detail and results-oriented with strong analytical, time management, multi- tasking and problem-solving skills.
Flexibility and adaptability to changing work volumes and staffing.
Ability to work under pressing deadlines and fast paced environment.

Responsibilities

Overseeing and providing leadership to a team of associates.
Collaborating with department managers to ensure guest expectations and experience are met and surpassed.
Supervising and leading the team in providing guidance and leadership to associates.
Ensuring procedures and policies are in line with Bluegreen’s Core Values, HR and call center policies.
Coordinating with leadership staff in generating daily department, dialer and associate reporting.
Maintaining knowledge of dialer system/software to contribute to the management of call flow and speed.
Monitoring the work environment and ensuring that all systems are operational.
Ensuring that list penetration, abandon percentages and customer contact rates are maintained within set parameters.
Developing and overseeing the execution of onboard department training, as well as the ongoing developmental training of associates.
Conducting bi-monthly one-on-one sessions with associates meeting expectations and weekly with associates that are underperforming.
Handling escalated guests concerns and taking over calls as necessary.
Making follow up calls, as needed, to achieve a quality guest experience.
Directly managing and overseeing the departmental BVSCACT inbox and ensuring that emails are responded to, handled and followed up on, in a timely manner.

Benefits

Unlimited Income Potential: You will earn base pay + uncapped commissions!
Paid training: You will earn as you learn to be a Hilton Grand Vacations specialist and brand ambassador.
Career Growth: We believe in developing our current talent, we promote within.
Fantastic benefits package: We offer Medical/Dental/Vision plans, Education Assistance, 401k (company match), and many more benefits!
Work/Life Balance: You will receive generous paid-time off after 90 days of employment.
Full time and part time opportunities are available.
We are a highly philanthropic and socially responsible organization!
Amazing discounts: Hotels, retailers, car rentals, theme parks, and much more!
Extraordinary People, Exceptional Benefits on Day One
Benefits start on your first day of work with no waiting period!