Supervisor, Activations

Hilton Grand Vacations•Orlando, FL

About The Position

The Supervisor, Activations is tasked with assisting and coordinating with the manager in overseeing and providing leadership to a team of associates. This role 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 with Bluegreen’s Core Values, HR and call center policies. The role also coordinates with leadership staff in generating daily department, dialer and associate reporting, including performance, attendance, and production, to assist in the accomplishment of department objectives. The Supervisor maintains knowledge of the dialer system/software to contribute to the management of call flow and speed, continually monitors the work environment, and ensures all systems are operational, maintaining list penetration, abandon percentages, and customer contact rates within set parameters. Additionally, this role develops and oversees the execution of onboard department training, as well as the ongoing developmental training of associates. The Supervisor conducts bi-monthly one-on-one sessions with associates meeting expectations and weekly sessions with associates that are underperforming. The role also handles escalated guest concerns and takes over calls as necessary, making follow-up calls to achieve a quality guest experience. Finally, the Supervisor directly manages and oversees the departmental BVSCACT inbox, ensuring emails are responded to, handled, and followed up on in a timely manner.

Requirements

Basic knowledge of dialer software and operations.
Solid computer skills with minimum of intermediate knowledge and experience with MS Office, 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

Assisting and coordinating with the manager in 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 all systems are operational.
Ensuring list penetration, abandon percentages and customer contact rates are maintained within set parameters.
Developing and overseeing the execution of onboard department training.
Overseeing the ongoing developmental training of associates.
Conducting bi-monthly one-on-one sessions with associates meeting expectations.
Conducting weekly sessions with associates that are underperforming.
Handling escalated guest concerns and taking over calls as necessary.
Making follow-up calls to achieve a quality guest experience.
Directly managing and overseeing the departmental BVSCACT inbox.
Ensuring emails in the BVSCACT inbox are responded to, handled and followed up on in a timely manner.