JOB SUMMARY
Supervises the Call Centre Activation team. Organizes, Provides and monitor the conversion rate of the leads provided to the team. Provide guidance to help the team or individual to achieve target given. Manage all inventory and sales slots given from sites. Responsible for the team to achieve the call centre budget tours by month.
Provide training weekly or monthly that is accordance to what the team requires to improve their performance, to provide training to the new staff to get the ready for their role.
Assists Management
- Assist the call center Manager and Director, with the recruitment, supervision, roster scheduling and training of operations staff.
- Partner with the CC Manager, to establish work schedules, and review requests for performance target from team members.
- Provide complete and accurate tracking of all key business indicators related to the Department.
- Ensure that hourly employees are trained on company core values, job roles, responsibilities, and technical and service aspects of the job.
- Coach and develop employees (e.g., create expectations for continual improvement, provide challenging tasks and assignments, hold development discussions, and construct and execute development plans).
- Participate in associate performance appraisals.
- Listen to hourly employees' suggestions for improving how work is done and how guests are served, gaining management support as needed to act upon suggestions.
- Evaluate current processes and suggest improvements.
- Assist the Director, Call Centre to lead team to meet anticipated business requirement to the agreed standards
Marketing channels
- Oversee all packages sold and bookings to ensure quality.
- Promote awareness of brand image internally and externally.
- Oversee the process of commissions and incentives for current marketing programs.
Quality Assurance/Quality Improvement
- Monitor the performance of others to ensure adherence to quality expectations and standards.
- Consistently monitor individual associates progress and development
Policies and Procedures
- Protect the privacy and security of guests and coworkers.
- Maintain confidentiality of proprietary materials and information.
- Follow company and department policies and procedures.
- Perform other reasonable job duties as requested by Supervisors.
- Ensure agreed customer service standards are consistently met
Communication
- Discuss work topics, activities, or problems with coworkers, supervisors, or managers discreetly and quietly, avoiding public areas of the property.
- Exchange information with other employees using electronic devices (e.g., pagers and two-way radios, email).
- Speak to guests and co-workers using clear, appropriate and professional language.
- Provide assistance to coworkers, ensuring they understand their tasks.
Working with Others
- Contact appropriate individual or department (e.g., Sales, Data Administration, Accounting) as necessary to resolve guest calls, requests, or problems. Develop and maintain positive and productive working relationships with other employees and departments.
- Support all co-workers and treat them with dignity and respect.
- Handle sensitive issues with employees and/or guests with tact, respect, diplomacy, and confidentiality.
- Partner with and assist others to promote an environment of teamwork and achieve common goals.
- Actively listen to and consider the concerns of other employees, responding app
- Provide leadership, guidance and support to individual Telesales Consultant
Safety and Security
- Follow company and department safety and security policies and procedures to ensure a clean, safe, and secure environment.
Physical Tasks
- Move, lift, carry, push, pull, and place objects weighing less than or equal to 10 pounds without assistance.
Other
- Demonstrates total understanding of the culture and processes of the organization.
- Manages time effectively to punctually attend daily team meetings, training sessions, and customer/owner appointments.
- Improves sales presentation approach through self-critique, practice, and lessons from the feedback provided by others (e.g., Sales Manager Coaches, Customers, Owners).
- Participates in formal training sessions offered by management team.
- Maintains an awareness of current events (e.g., news, sports, pop-culture) and information on locations to enable customer relationship building.
- Assists in the development and mentoring of other Telesales Consultants as requested.
- Understands and abides by state and federal regulation around all sales and/or marketing activity (i.e. Do Not Call Lists, State registrations, Exemptions, etc).
- Performs other duties as assigned.
CANDIDATE PROFILE
- Minimum of one (1) year of experience as a team leader
- Minimum 2 years’ experience in a Telesales Consultant role
- Proficiency in English and Mandarin
- Proven verbal and written communication skills.
- Proficiency in the use of computer word processing skills with specific knowledge of Microsoft Excel and Word
- Ability to work under pressure, manage multiple priorities, and be a self-starter.
- Proven ability to work in a team environment and interact with all levels of the organization.
- Excellent organizational and attention to detail skills
- Must be able to handle a flexible work schedule which will include weekends, holidays and evenings
- Experience in high volume, fast-paced, results oriented business environments
COMPETENCIES
Call Centre Operations
- Detail Orientation
- Telephone Operations
- Persuasive sales techniques
Communications
- Listening and Comprehension
- Telephone Etiquette Skills
- Communication
- English Language Proficiency (second language as required)
- Applied Reading
- Form, Report, and Log Completion
Team Supervision
- Problem Solving
- Front line Decision Making
- Teamwork
- Coaching
- Prioritizing workloads
- Short term work planning
Interpersonal Skills
- Diversity Relations
- Customer Service Orientation
- Team Work
- Interpersonal Skills
- Influence
Personal Attributes
- Integrity
- Positive Demeanour
- Dependability
- Stress Tolerance
- Adaptability/Flexibility
- Professional Demeanor
- Self-Development
Analytical Skills
- Learning
Marriott Vacations Worldwide is an equal opportunity employer committed to hiring a diverse workforce and sustaining an inclusive culture.