Call Center Operations Manager (Fairfield Resorts) - TW1 -

Position Summary -

Responsible for leading a team of 10+ team leaders and support staff in a in-bound call center, assisting owners with their travel reservations. Ensure appropriate staffing levels, while operating within negotiated budget parameters, so service levels are achieved on a consistent basis, exceeding production goals and quality objectives.. Provide leadership, development and effective communications to staff so all are operating under a common and consistent set of goals and objectives. Create a motivational environment where excellence is rewarded, personal development encouraged and employees enjoy working.







Duties & Responsibilities - Manage group staff resources to ensure maximum staff productivity in order to achieve departmental service level, productivity and quality objectives. Lead, manage and motivate direct reports with the objective of continually improving their skills, performance levels and job satisfaction. Ensure consistent application of all departmental processes, policies, procedures and guidelines through their effective creation, management and implementation. Create a motivational work environment where excellence is rewarded, personal development encouraged and employment desired.

Participate in the creation of an annual budget, participate in all financial review and operate within agreed upon budgetary guidelines.

Assume full accountability for learning of new skills, techniques, programs, etc

Create and execute a development plan in concert with immediate Manager

Participate fully in coaching sessions and partner with immediate supervisor and others in development process

Requires person to be responsible self-starter and leader, requiring minimal coaching and Supervision






REQUIREMENTS


Minimum Qualifications Required -

High School Diploma 4 years management experience in a call center environment Self motivated, high energy, principled based leadership qualities Sound judgment and critical thinking abilities Strong analytical skills including ability to review employee data and behavior to target coaching opportunities Demonstrated strong oral and written communication skills including confidence speaking in front of large groups Strong working knowledge of Excel, Microsoft Word, PowerPoint and call center systems desired









Preferred Qualifications -

2+ years leadership experience 5 years customer service supervisory experience 3 year experience in a call center environment 4 year college degree