Opportunity for career advancement in a fast paced, growth-oriented Organization.
Below are just some of the benefits you'll receive!
• Competitive Salary
• Paid time off
• Career growth
• Medical / Dental / Vision insurance
• 401k
• Enthusiastic team environment
• Travel Perks to all our Resort locations
Purpose
The Supervisor is responsible for leading the company in Exit Company communications, Intel gathering, reporting, tracking, and Education to prevent Owners and Members from using Exit companies to Exit their Timeshare. Additionally, this role will execute company strategy and work with all company stakeholders, including the Brandon Agency, Corporate Brand, and SVP. The Communications Supervisor will oversee the Better Business Bureau online relationship, be responsible for the team that administers the BBB hotline and will administer all Online Reputation Management responses, and supervise the team that reviews and responds to all Social Media postings in real time to the complete satisfaction of the client, owner, member, or guest and oversee the Exit education hotline. The Supervisor will prepare trend reporting for all channels, analysis, and tracking in concert with company partners, SVP, Corporate Brand, and The Brandon Agency.
In this role the Supervisor has full responsibility for monitoring the performance stats of the team, coaching, and developing team members to highest level of performance, and ensuring the staffing and adherence to schedules is delivering the optimal customer experience, urgency in all responses and accuracy.
.
Principal Duties and Responsibilities
- Monitor, coach, and provide specific feedback to meet performance requirements, including quality, productivity, attendance, and accuracy of performance
- Completes a minimum of 3 call monitors per week and conducts monthly QA review sessions that will assist in creating action plans to enhance customer experience and performance
- Ability to coach and develop direct reports
- Ability to prepare, host and execute educational webinars for owners and members on array of topics to promote owner satisfaction, use of the product & services and COMMS warnings on Exit companies’ nefarious activities
- Distribute reporting for BBB, social media, and Exit communications and monitor trends
- Prepare staff schedules
- Responsible for achieving Team agents KPI’s and adherence metrics
- Executes agent infractions and coaching initiatives
- Prepares and delivers formal performance reviews and performance improvement plans for all team members
- Coach team to achieve optimum performance and service standards
- Hire, train, and recruit Team Members
- Develop in tandem of SVP, and execute all COMMS related to Owner Services, Exit, and company Reputation Management working in concert with the Brandon Agency, and Corporate Brand
- Maintain excellent working knowledge of company policies and procedures
- Executes with guidance from SVP and other Company Stakeholders on communication strategies tailored to drive owner satisfaction, use, and enjoyment of the Club Members and Legacy Owners on products and services and to preemptively prevent exit of owners and members
- Audit all call intake to ensure no abandoned calls and that 100% of all responses are administered daily
- Tasked with creating, running, and distributing various reports for Sr. Leadership regularly and as requested
- Administer escalated calls from Internal departments, owners, and guests related to channels
- Hire, train, and develop Communication Specialists
- Embrace service and brand platform standards
- Partners with other business units and provides up-to-date information to associates, and business partners on Communications, trends, and education initiatives
- Conducts pre-shift meetings
- Prepare weekly reporting and trend analysis
- Must maintain flexibility with schedule
- Communications to ensure business objectives are being conveyed and maintained
- Other duties as assigned
General Statement - Performs the job assigned, complying with Company policies and procedures, business code of ethics, FLSA regulations, and all applicable laws, as well as ensuring confidentiality, reliability, quality, and productivity.
Job Requirements
Education, Essential Training / Certifications, and Experience:
- 1+ years of college preferred; some college preferred
- High-level proficiency with Microsoft Office applications, High proficiency in MS Excel and PowerPoint required
- 1 years of experience as leader or Supervisor in a Call Center and/or a communications role is a must
- Hospitality /Hotel/Timeshare experience a plus
- Knowledge of Timeshare Ware and SPI is a plus.
Skills, Knowledge, and Abilities:
- Ability to work both in a team and independently
- Excellent organization and ability to multi-task required to handle multiple priorities
- Very detailed oriented and accuracy is a must
- Technically savvy ~ able to quickly pick up and maneuver through several different systems
- Ability to work in an office environment
- Flexible schedule, ability to work evenings, weekends, and holidays
- Excellent communication skills
- Ability to handle escalated calls
- Bilingual a plus
- Experience creating schedules, monitoring phone system adherence, and understanding how to staff for call center phone volume.
- Ability to always work with a high level of professionalism
Shift: Additional hours may be required to cover shifts, meet deadlines and goals as necessary
- Regular House, On Call, and weekends
Travel: