Supervisor of Quality Service in Orlando, FL at Holiday Inn Club Vacations

Date Posted: 6/28/2019

Job Snapshot

Job Description

Holiday Inn Club Vacations look for individuals who excel in their role, and are committed to delivering an exceptional experience for our guests, owners, and team members.  We look for individuals who are passionate in life and bring those qualities to work every day. Do you instill confidence, trust, and respect, encourage success and build relationships?  We’re looking for people like this to join our friendly, engaged, professional team.

 

POSITION DESCRIPTION:

This position will be responsible for overseeing the Quality Service Team that remotely scores calls for all Customer Service Specialists, Club Counselors, Elite Counselors, Club Partner Counselors and Legacy Counselors.  This individual will provide leadership, coaching, and ongoing development to the Quality Service Team by ensuring all Quality Service score quotas are met on a weekly basis. Provides consultation and recommends ways to enhance Quality Service from reporting trend’s and works closely with the Quality Service Manager.


ESSENTIAL DUTIES AND TASKS (up to five):  

1.     Supervise, coach, and develop the Quality Service Agents to ensure quality scores, quotas, and performance standards are met.

2.     Analyze Quality Service reporting and is responsible for scheduling Agents upcoming weekly quotas to ensure standards are met.

 

3.     Attends weekly Quality Service Collaboration meetings for all internal departments.

 

4.     Responsible for training staff for all positions within the Quality Service organization.

5.     Assists with the Quality Service manager to ensure employee engagement standard scores are met.

 

Job Requirements



EDUCATION and/or EXPERIENCE 

  • General HICV Club knowledge required
  • College degree in hospitality or business management preferred
  • General knowledge of call center operations & metrics

  



QUALIFICATIONS

  • Excellent customer service skills
  • Strong oral and written communication skills
  • Strong work ethic, organization and planning skills