POSITION DESCRIPTION:
The Divisional Manager position will be responsible for package sales through inbound IHG Call Transfer programs. This role is responsible for the operational aspects related to; package sales, staffing, training, and retaining agents in addition to leading and developing the team at the supervisor and agent levels. Will oversee initiatives to maximize engagement and minimize turnover among assigned teams. Will manage key relationships within the organization and occasionally represent the company to external contacts.
ESSENTIAL DUTIES AND TASKS:
- Ensures appropriate Call Transfer Agent and Team Manager staffing by shift to ensure package sales and quality metrics are achieved. Ensures appropriate post-training and on-boarding of agents and staff is delivered, measured by turnover and team member success in chosen role.
- Monitors data on call volume, agent skill priority, package sales, quality metrics, and turnover in a timely manner, creates and implements plans to achieve shifting goals in an effective manner.
- Personally ensures engagement of assigned teams. Responds quickly and appropriately to concerns from assigned teams. Oversees process for addressing performance deficiencies in a manner that maximizes performance. Ensures teams are appropriately staffed in terms of size, tenure of employee, etc.
- Ensures on-going development of Supervisory staff such that the internal leadership pipeline consistently meets business demand and growth targets.
- Oversees and ensures daily tasks such as; Team Manager Daily Action plans and Agent Monitoring are completed
