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Direct Marketing / Owner Program Divisional Manager in 9395 S. John Young Parkway, Orlando, FL 32819 at Holiday Inn Club Vacations

Date Posted: 1/14/2019

Job Snapshot

Job Description

Holiday Inn Club Vacations is searching 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 OVERVIEW:

The Divisional Manager position will be responsible for package sales through inbound and outbound channels within the Owner and Direct Marketing 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 team manager and agent levels. The Manager is also responsible for ensuring that our owners and guests receive the highest degree of customer service. Will oversee initiatives to maximize engagement and minimize turnover among assigned teams.  

 

ESSENTIAL DUTIES AND TASKS:

  • Responsible for managing processes and people in order to achieve budgeted package and tour requirements.
  • Ensures appropriate staffing levels are maintained per shift.
  • Package sales and quality metrics are managed and achieved by following the company approved quality assurance guidelines.  
  • 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, lead distribution, agent skill priority, agent adherence, package sales, quality metrics, and turnover in a timely manner. Creates and implements plans to achieve shifting goals in an effective manner.
  • Responds quickly and appropriately to concerns from assigned teams. Oversees process for addressing performance deficiencies in a manner that maximizes performance.
  • Ensures on-going development of leadership staff such that the internal leadership pipeline consistently meets business demand and growth targets.
  • Oversees and ensures daily tasks such as; Agent Ride Evaluations, Team Manager Daily Action plans and “live” Agent Monitoring are completed.

 

Job Requirements



JOB REQUIREMENTS:


  • Minimum 5 years’ experience leading contact center sales teams required
  • High level of expertise in the time share industry
  • Experience with lead management processes
  • Well-developed influencing and communication skills
  • Ability to communicate with diplomacy and tact in high stress situation and with staff having low emotional thresholds
  • Top tier sales and business development skills
  • Ability to coach sales staff to success
  • Ability to grow and develop sales staff and sales leadership
  • Solid business acumen
  • Proficient in Microsoft Office, Word, Excel, Access and Outlook

 



ESSENTIAL FUNCTIONS:


  • Directly oversees assigned team manager(s) and agents
  • Creates and completes performance appraisals as required
  • Oversees successful development of assigned staff
  • Oversees payroll for assigned area
  • Executes all assorted administrative tasks related to assigned areas and personnel