Supervisor Call Centre (Maternity Cover Temp)

Job title:

Supervisor Call Centre (Maternity Cover Temp)

Company:

Hilton Grand Vacations

Job description

Job DescriptionJob Title – Contact Centre Supervisor (12 Month FTC – Maternity Cover)Employer – Diamond Resorts (a subsidiary of Hilton Grand Vacations)Location – Citrus House, LancasterHours and shift pattern – The role requires the successful candidates to work five days over seven, 40 hours per week, including evening and weekend work on a shift/rota basis.We are now recruiting for a Contact Centre Supervisor for our Club Department at Citrus House.What will I be doing?You will be required develop and motivate a team of high-performance Member Services Agents to provide excellent service to the members and owners worldwide and to drive revenue generating behaviour through feedback and communication. To ensure standards of performance are maintained and staff surpasses these performance KPIs including standards designed to ensuring we represent the Hilton Values as part of every interaction.· To develop, motivate and generate high performance from team members through evaluation of performance and by carrying out of side by side coaching and call observations, giving constructive feedback to advisors in order to assist them reach and exceed goals.· Ensuring agents understand and comply with all call centre objectives, performance standards, and policies.· To identify the training and development needs of team members and take appropriate action to enhance the advisor’s skills and knowledge and provide feedback of their needs training team and operational manager.· To daily analyse operational performance statistics of individual team members to identify issues of concern/improvement· To meet and exceed departmental targets, team KPIs / and sales targets on a daily, weekly and monthly basis· Working with other supervisors and management team members to support agents and maximize member satisfaction· To understand call content and report back to manager/company in order to allow for changes/amendments to be made.· To be conversant with new products and services, technology and processes and ensure that advisors are fully trained and coached.· To be personally pro-active in identifying and recommending change that drives improvements and builds the learning environment in line with corporate objectives.· To produce departmental reports covering performance action and development plans for advisors and self.· Have the ability to discuss individual’s performance with appropriate managers and promote upwards feedback.· To ensure escalation procedure is adhered to, ensuring all complaints are resolved in a pro-active fashion· To actively support company policy and best practise in the area of legal and regulatory compliance, relying on your knowledge or recognising the need for specialist support when necessary.QualificationsWhat are we looking for from candidates?Hilton Grand Vacations is a leader in the vacation ownership industry, operating with an unwavering commitment to innovation, quality, and continued growth. At the core of our company’s success are our Team Members.To fulfil this role successfully, you must possess the following minimum qualifications and experience:

• Strong customer focus, interpersonal understanding and decision-making skills are essential.

• The ability to multi task and work under pressure

• Good communication skills both written and verbal

• The ability to work on your own initiative as well as part of a team

• Have a ‘can do’ and positive approach

• Minimum of 2 years’ experience of managing a team preferably within a call centre environment.

In turn, the successful candidate can expect to benefit from a range of benefits including:

• Benefits that support Team Member health and financial wellbeing, including eligibility to an Employee Assistance Programme giving employees 24-hour access to unlimited 1-2-1 counselling, wellbeing support and guidance

• Hotel discounts for Team Members, family and friends

• An open-minded culture committed to diversity and inclusion

• Career Progression through online learning and training programmes

• Encouraging networking with colleagues

• Access to discounts and savings across major retailers through our perks at work scheme

About us – Hilton Grand VacationsApplicants should note that Diamond Resorts (Europe) Limited is part of the Hilton Grand Vacations Inc. group of companies. If you apply to work at a Diamond Resorts company you will be an applicant of a subsidiary of HGV.

Expected salary

Location

Lancaster

Job date

Fri, 05 Apr 2024 06:18:38 GMT

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