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Supervisor Club Call Center

3 months ago

Orlando, United States Hilton Grand Vacations Full time

**What will I be doing?**

As a Club Supervisor, you would be responsible for executing your position's responsibilities and driving company success through performing the following tasks to the highest standards:

- Responsible for the implementation of department standards and mission with primary emphasis on providing spectacular customer service to Hilton Grand Vacations Club Members and affiliates with focus on assisting Club Members with optimizing the use of their ownership
- Supervise team of Club Counselors and Membership Specialists. Assess/evaluate quality of work and provide regular feedback and coaching to improve performance to meet all Contact Center key metrics goals to include adherence, productivity, efficiency, reservation conversion and attendance.
- Devise ways to optimize procedures and to keep team members motivated.
- Empower and encourage through positive communication and feedback. Develop contests and programs to drive specific results.
- Prepare monthly/annual results and performance reports.
- Participate with QM Manager in call calibration meetings. Conduct QM live interaction monitoring and evaluations.
- Assist with hiring and onboarding new team members.
- Conduct 90 day and annual performance reviews as well as disciplinary coaching and consultation with HR.
- Assist with payroll approvals, scheduling, and workforce management functions.
- Oversee attendance and FMLA records.
- Take over escalated calls from team members when needed.

Our dedication to excellence is recognized and celebrated by some outstanding accolades including being named to Newsweek's Most Loved Workplaces list in 2021, a Stevie American Business Awards Gold winner for Company of the Year in Hospitality and Leisure, ranked a top company by LinkedIn in Travel & Hospitality on its 2022 Top Companies Industry Edition list and becoming a Great Place to Work® certified company, earning our 2022 certification.

Why do Team Members like working for us:

- Day 1 Benefit Eligibility
- Driven base pay
- Recognition Programs and Rewards
- Discounted Hilton hotel rates worldwide
- 401(k) program with company match.
- Paid Time Off (PTO) that allows for adventure, rest, relaxation, or recuperation
- Paid Sick Days
- Employee stock purchase program
- Tuition reimbursement programs
- Numerous learning and advancement opportunities
- Daily Pay Option*

**Qualifications**

**What are we looking for?**

Hilton Grand Vacations is a leader in the vacation ownership industry, operating with an unwavering dedication to innovation, quality, and continued growth. At the core of our company’s success are our Team Members. To fulfill this role optimally, you must possess the following minimum qualifications and experience:

- 3+ years of travel, hospitality, or customer service experience.
- 2+ years of experience leading a team of 10+ Team Members in a contact center/work from home environment or within the timeshare/hospitality industry.
- Excellent verbal and written communication skills.
- Self-motivated, multi-task oriented and a problem solver.
- Ability to work in a high contact volume operation.
- Must be able to manage conflict
- High School Diploma/GED
- Flexible work schedule with shift rotation to include MOD on Saturday, Sunday and major holidays.
- Very occasional business travel required.

It would be advantageous in this position for you to demonstrate the following capabilities and distinctions:

- Associates or Bachelor’s Degree.
- Working knowledge and understanding of call center operations, terminology, and common practices.
- Understanding of RingCentral-CXOne or similar Workforce Management systems.

We are an equal opportunity employer and value diversity at our company. We do not discriminate on the basis of race, religion, color, national origin, gender, sexual orientation, age, marital status, veteran status, or disability status.