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Team Manager - Owner Based Marketing Outbound in Arlington, TX at Holiday Inn Club Vacations

Date Posted: 6/10/2019

Job Snapshot

Job Description

POSITION OVERVIEW:

This position is dedicated to assist Owner-Based Marketing Divisional Managers and agents of the contact center with essential job functions which support individual and department goals within the realm of our standard operating procedures and guidelines. This individual will assist the call center leaders to on-board new hire agents. This individual will also take over outbound calls as required, to ensure package sale goals are achieved.

The Manager will serve as the team coach, motivator, counselor, trainer and ultimate problem solver. The Manager will also shadow the existing Divisional Managers to gain business knowledge and perform leadership daily tasks.

ESSENTIAL DUTIES AND TASKS:

  • Assist agents by taking over the call in effort to secure an overnight/ day drive bookings
  • Apply and understand all of the organizations products, services, procedures and guidelines
  • Monitor calls to ensure quality assurance
  • Work with training managers to assist with fast track training sessions for all agents based on performance guidelines
  • Ensure agents have the hardware and software available to perform their job function
  • Participate in strategy meetings with leadership team to gain knowledge
  • Ensure agents are meeting department adherence standards
  • Ensure the highest level and quality of customer service is maintained

 

Job Requirements

QUALIFICATIONS:

  • At least 4 years of call center experience preferred
  • Excellent communication, organization and time management skills
  • Possess problem solving skills, as well as ability to deescalate difficult situations
  • High School or Equivalent / Associate’s or Bachelor’s Degree preferred

ESSENTIAL FUNCTIONS:

  • Ability to write correspondence in a professional manner 
  • Knowledge of Microsoft Excel, Word and Outlook
  • Ability to lead and mentor a team

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