What are the responsibilities and job description for the Mgr, Telemarketing -Night position at Hilton Grand Vacations?
As a PM Call Transfer Manager you will be responsible for assisting with the daily operations within the Call Transfer/Web Promotions team. Analyze data from Call Transfer and Web reporting to ensure sales metrics are achieved. Provide coaching and development to Sales Agents, Team Leads, Supervisors and Senior Manager to drive results of improved performance against sales goals and Team Member survey results. Forecast volume and sales monthly and annually and re-forecast as needed to ensure all metrics are being achieved. Set annual financial budget and manage staff to the approved budgetary commitment. Meet monthly with Sr. Leadership to explain any budget variances. Implement and follow up on all new initiatives for the department and ensure compliance with new programs.
- Lead sales teams in the direction provided by Sr. leadership.
- Supervise, mentor and coach all individual team members in all aspects of the business while meeting or exceeding budgetary requirements.
- Maintain departmental statistical reporting to ensure targets are being achieved and action plan on new and developing projects.
- Responsible for the preparation of progressive discipline and performance management.
- Set financial and sales budgets annually and review them monthly to ensure all metrics are achieved.
- Direct the design and implementation of all new hire and ongoing training programs for the department.
- Develop and deliver ongoing training programs for management level to increase effectiveness and improve leadership retention.
- Perform reasonable job requests or tasks as assigned by management.
- Keep current and share best practices relating to other call centers, timeshare industry and partnering departments.
- Be able to effectively present sales training programs to agents and management.
- Oversee scheduling and hiring to ensure proper coverage for all incoming call volume
- High School Diploma
- 3 years of related call transfer experience
- 2 years of supervisory experience
- Proficient in Microsoft Office
- Strong knowledge of Call Center operations
- Ability to create, and analyze statistical information in an easy to understand format
- Flexible Schedule availability
Why do Team Members Like Working for us?
- HGV Offers Team Member Benefits!
- Paid Time Off (PTO) that allows for adventure, rest, relaxation, or recuperation
- All new Team Members are automatically enrolled in the HGV Retirement Savings Plan
- Go Hilton Team Member Travel Program
- Employee Stock Purchase Plan lets you become an owner in our company. Eligible team members can purchase HGV common stock at a discount,
- Explore a grand career with Hilton Grand Vacations − where inspiration takes you places.
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Our dedication to excellence is recognized and celebrated by some outstanding accolades, including being named to Newsweek's Top 100 Most Loved Workplaces® list consecutively in 2021 and 2022, awarded two sought-after Stevie® Awards in The 20th Annual American Business Awards® including a Gold Stevie for Company of the Year – Hospitality and Leisure and a Silver Stevie Award for Achievement in Growth, being named a top company in Travel & Hospitality by LinkedIn on its 2022 Top Companies Industry Edition list, ranking first in the hotel and travel industry on Dave Thomas Foundation’s “Best Adoption-Friendly Workplaces†list and becoming a Great Place to Work® certified company in 2022.