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Sales Team Supervisor
2 months ago
Position Overview:
This role is accountable for overseeing the Inbound Sales performance of the IHG Call Transfer Vacation Sales team, focusing on package sales and conversion metrics.
The individual will manage daily operations of their team, demonstrating effective leadership capabilities while fostering a positive and motivating environment.
Utilizing our service culture and available resources, you will enhance customer service quality and engage in decision-making processes that align with the organization's vision and mission.
Key Responsibilities:
Ensure adherence of the IHG Call Transfer Agent team to schedules, login times, and availability.
Monitor and provide coaching to agents using company-approved tools such as Daily Action Plans and Agent Monitoring. Conduct one-on-one coaching sessions, live monitoring, and review call recordings to improve soft skills training.
Administrative responsibilities include payroll management, daily line-up coordination, missed punch handling, PTO requests, corrective actions, performance evaluations, and addressing escalated customer concerns.
Track team performance metrics and set individual and team objectives on a daily and weekly basis to promote agent success and retention.
Facilitate a smooth transition from training to team assignment for new hires.Supervisory Duties:
Phone Sales Agents
Education and Experience Requirements:
Minimum of two years of sales experience required.
High School Diploma or GED equivalent.
Leadership experience in call center sales within the Timeshare sector is advantageous.
Qualifications:
Proficient in Microsoft Office Suite.
Strong written and verbal communication skills.
Maintain a positive, upbeat, and motivated demeanor.
Ability to read, write, and speak English; Spanish is a plus.
Must meet required sales targets weekly.
Flexible availability to work evenings and weekends based on call center requirements.
Physical Requirements:
While performing the duties of this position, the employee may need to sit or stand for extended periods.
Work Schedule:
Schedules will vary based on business needs and may include nights, weekends, and holidays. Flexibility to work outside of standard operating hours is required.
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