Manager, Call Center- Reservations

3 weeks ago

Orlando, United States Bluegreen Vacations Corporation Full time

Bluegreen Vacations has grown to become a leader in vacation ownership with 60+ resorts and 340,000 owners at unique resort destinations across the U.S., Caribbean, and Bahamas. Bluegreen Vacations provides spacious accommodations with all the comforts of home, plus vacation-enhancing amenities and a staff dedicated to making every stay a memorable one. At Bluegreen Vacations, our purpose is to SHARE HAPPINESS by providing our owners and guests with a great vacation experience and lasting vacation memories. Bluegreen Vacations is also the Official Vacation Ownership Provider for Bass Pro Shops® and Cabela's®, Choice Hotels® and NASCAR®

**Purpose**:
As the Manager, Reservations & Confirmations, you will be responsible for overseeing, guiding, and organizing the day-to-day activities of the Reservations and Confirmations Department. Your role will involve devising and executing business strategies aimed at enhancing tour bookings, maximizing revenue, elevating service standards, and surpassing guest vacation experiences. Additionally, you will play a pivotal role in managing the conversion of package sales through our Digital Sales platform. You will direct, lead, and coordinate daily operations and performance standards to ensure that guest expectations are not just met but exceeded throughout the entire Confirmation process. This involves establishing and implementing procedures to proactively contact guests before their arrival, ensuring their continued interest and eligibility requirements are met. Providing exceptional customer service to our guest to ensure clear understanding of the check in. Continuous collaboration with other business leaders to strategize on future opportunities to increase tour flow.
- This is an on-site role, requiring you to be in office 5 days a week.
- 3 years Management experience required with overseeing 35+ employees
- Minimum 2 years experience in Sales or Customer Service
- Timeshare industry experience preferred
- Salary range $80,000-$113,000 (Salary + Commissions)

**Specific Duties, Activities and Responsibilities**:

- Lead and oversee the daily operations of the Reservations and Confirmations Department, ensuring alignment with Bluegreen’s core values and exceeding customer satisfaction goals.
- Train and develop associates to handle diverse calls effectively, including addressing guest concerns, making reservations, providing technical support, and upselling new vacation packages.
- Achieve customer service and sales objectives by evaluating performance, developing action plans, and focused on lead behavior to improved daily performance and reviewing reports to track key performance indicators (KPIs).
- Develop and execute additional training sessions and engagement opportunities to improve departmental performance. Cultivate personal growth and development, as well as innovation amongst associates.
- Analyze trends in inbound calls to maximize efficiency and use the data to create action plans to improve team performance.
- Utilize customer feedback to provide targeted training and achieve one-call resolution.
- Managing workflow to handle the respective volumes of each call/campaign type.
- Foster strong communication and relations with site staff, hotel partners, vendors, and other call center departments to resolve guest issues and streamline processes for the overall TNT department.
- Work closely with Inventory team and Hotel procurements to create streamline processes that improve the overall guest experience and Hotel partners, with Marketing Directors to maximize retail sales and enhance the vacation experience.
- Collaborates with other department and business unit leaders, shared services, national sales and marketing, and Field Administration to streamline processes and reporting across business units; to initiate consistent guest/owner experience and to develop cost-saving/cost recovery strategies.
- Work closely with the Digital Marketing team to optimize online sales conversion rates and enhance the online guest experience.
- Partner with the Campaign Strategy team to develop effective activation campaigns, improve response rates and increase tour bookings.
- Maintains intricate knowledge of dialer systems and software, manage inbound, outbound, and blended call flows, including determining auto and preview dialer / campaign flows and speeds.
- Acts as liaison between call center and NSM Marketing Operations to establish needs and write requirements for a variety of system enhancements needed to increase efficiencies for department, call center and company.
- Participate in meetings to prioritize needed system enhancements to be implemented to the field; deployment conducts end user testing to validate proper implementation and assist in the deployment of enhancements to the call center.
- Keeps call center informed on policy or procedure changes, as well as ensure that all team members are up to date with changes and new information, such as c

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