Supervisor, Customer Experience

Hilton Grand Vacations • Orlando, FL

13h • Onsite

About The Position

The Supervisor, Customer Experience directs the day-to-day call center operations of the Customer Experience team, primarily focused on customer retention, and regulatory complaint resolution. Responsible for work productivity, quality of service and achieving goals in alignment with departmental objectives. Fosters a positive team environment that enables employees to maximize performance.

Requirements

• High school diploma or equivalent
• 5 years of retention experience
• Proven conflict resolution and negotiation skills
• Proficient with MS Office 365
• Able to handle all types of personalities and relate to people at all levels of the organization
• Strong organizational skills and management skills
• Detail-oriented and multi-tasking abilities

Responsibilities

• Meets or exceeds departmental production standards provided by Management.
• Supports and adheres to Company’s Code of Conduct, Ethics Policy, and Core Values.
• Ensures visibility of management on the call floor, handling call escalations, monitoring employee behaviors and schedules to maintain high levels of employee utilization. Also, provides timely updates to business stakeholders as needed.
• Manages queues to agreed-upon service levels, and strives to raise the bar higher.
• Accountable for ensuring exceptional service and standards are met through: developing and retaining quality Customer Experience Representatives, evaluating and employing process improvements, and driving customer satisfaction.
• Conducts regular 1:1 coaching with Team Members, performance reviews, motivates team members and creates strategies to boost productivity.
• Tracks, analyzes, and monitors team performance levels and activities, takes appropriate disciplinary action as necessary supporting an employee and customer-centric organization.
• Prepares reports for internal and external business stakeholders.
• Partners with peers and the training department to implement new program/process improvements using company and industry best practices.
• Acts as a liaison with other departments and company representatives to push forward company initiatives.

Benefits

• 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.
• Amazing discounts: Hotels, retailers, car rentals, theme parks, and much more!

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level
• Education Level: High school or GED