We are seeking a brilliant Manager Club Contact Center to join our talented team at Hilton Grand Vacations in Las Vegas, NV.
Growing your career as a Full Time Manager Club Contact Center is a fantastic opportunity to develop indispensable skills.
If you are strong in creativity, adaptability and have the right aptitude for the job, then apply for the position of Manager Club Contact Center at Hilton Grand Vacations today!
Manager Club Contact Center Location Las Vegas, NV : CLUB MANAGER OF THE CONTACT CENTER ROLE You will be providing direct oversight of the Club Contact Center, the Club Contact Center Manager will lead initiatives to drive a positive member experience with focus on team member engagement, education and quality management to optimize usage of the Club Program by its members. Provide excellent customer service culture and promote this culture throughout the entire organization. Strive to keep the department running in an efficient and profitable manner and increase satisfaction, loyalty, retention and to meet and exceed members' expectations. Responsible for leading and motivating a team of 2-5 supervisors, and 40-80 Club Counselors. Oversee the Vegas Club Call Center Operations ensuring large volumes of inbound calls and chats are answered efficiently, while maintaining a high level member experience and satisfaction standard via our post contact survey (Voice of the Customer) results. Drive reservation productivity within the team to ensure member satisfaction, by leveraging metrics available for coaching and performance management. Working directly with the recruitment team, interview and hire the best quality candidates for vacant positions. Conduct performance evaluations for reporting team members and provide coaching and counseling sessions when necessary Partner with HR in determining proper disciplinary actions and/or terminations of employment. Coach, train, and mentor team members for development and succession planning. Responsible for writing, updating and implementing department service procedures, policies and standards. Manage special outcall initiatives including new member welcome and inactive membership. Support Quality Management initiatives to recognize areas of opportunity and retraining. Lead staff meetings and participate and contribute in department meetings. Represent the Club in stretch assignments and initiatives as needed. Champion change, new product offerings and technology within the business unit and throughout the company. Participate in Club Member Education Events as needed. Perform any other reasonable request by Management. Qualifications QUALIFICATIONS - EXTERNAL What are we looking for?
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.
BASIC REQUIREMENTS: Minimum 2 years manager experience Strong leadership skills 3-5 years of related experience Computer literate - Microsoft Applications, computer literacy. Excellent communication skills - verbal and written Flexible schedule Team oriented and Results driven Change Management skills Strong leadership skills Ability to motivate and drive team member engagement. Must be able to work nights until 12 midnight and weekends. PREFERRED QUALIFICATIONS: Bachelor's Degree Salesforce CRM (Service Cloud), CXOne Contact Management, NICE Quality Management 2 years management experience in a contact center environment. WHY DO TEAM MEMBERS LIKE WORKING FOR US: Competitive base pay plus commission 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 Employee stock purchase program. Tuition reimbursement programs. Numerous learning and advancement opportunities. 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.
We will ensure that individuals with disabilities are provided reasonable accommodation to participate in the job application or interview process, to perform essential job functions, and to receive other benefits and privileges of employment. Please contact us to request an accommodation.
Benefits of working as a Manager Club Contact Center in Las Vegas, NV:? Excellent Benefits Package
? Opportunities to grow
? Attractive packageCompetitive Pay
