Supervisor Call Center Activations IDN

Marriott Vacations Worldwide


Tanggal: 6 hari yang lalu
Kota: Denpasar, Bali
Jenis kontrak: Penuh waktu
JOB SPECIFIC TASKS

  • Assisting 'live' verification for bookings submitted from Package/Day Teams. Manage the activation team to assist good verification.
  • Responsible for slot allocations and schedules. Manage the activation team for slot allocation and schedules while balancing multi language channels in accordance with wave management requirements.
  • Perform Quality Assurance checks during verification calls to eliminate incident reports. Manage activation team to keep performing Quality Assurance checks during verification calls to eliminate incident reports.
  • Liaise with brokers through calls/ emails for any bookings submitted and maintain a good log record for them. Manage activation team to control quality broker bookings.
  • Daily duties include handling customer service hotlines for hotel reservations or enquiries for non-members and assisting in resolving any complaints. Manage an activation team for handling for reservation and assisting to resolve any complaints.
  • Invite guests to attend a personal preview of our Sales Gallery or to offer them a discounted holiday package or activate/verify open packages. Manage an activation team to look after guests to attend a preview of our sales gallery if needed.
  • Overcome potential owner objections while maintaining a polite and enthusiastic demeanor.
  • Encourage guests or callers to purchase or schedule preview package sales/tours.
  • Check the availability of accommodation and dates, including finding alternative dates or options if the first choice is not available.
  • Answer guest questions about property facilities/services.
  • Maintains an awareness of current events (e.g., news, sports, pop-culture) and information on locations to support Customer Service focus.
  • Supports with the development and mentoring of other Marketing Team members as requested.
  • Performs other duties as assigned.
  • Assist Management in the budgeting of premiums used by the activations Team.
  • Manage Activations Team’s Bookings and Budgets for all inbound & TNR Programs.

Key Performance Indicators (Note that specific targets may vary accordingly to current business strategy):

  • Associates will be monitored twice a period and must achieve 90% proficiency.
  • Associate's Dials per Hour must not fall below 15 dials per hour in a four-week period.
  • Associates must not fall below 85% gross book to show rate in each period.
  • Associate's productivity should not fall below other standards as defined by management.
  • Verify all packages sold by the Australian Call Centre Telemarketing unit & Brokers.
  • Undertake the administrative process of packages where applicable.
  • Achieve Targets by Team activating current open-dated pipeline of packages into available dates and tour slots.

CANDIDATE PROFILE

  • Excellent written and oral communicative, verbal and non-verbal listening skills.
  • Fluent in English and a second language as required.
  • Positive and enthusiastic attitude.
  • Presents a professional and knowledgeable image.
  • Ability to represent MVCI in a courteous, enthusiastic and diligent manner.
  • Proven experience using persuasive techniques.
  • Experience in direct marketing or promotional sales will be advantageous.
  • Proven ability to work in a team environment and interact with all levels of the organization.
  • Working knowledge of Microsoft Excel and Word.
  • Patience and understanding, especially with any language related barriers.
  • Must be able to handle a flexible work schedule which will include weekends and evenings.
  • Experience in high volume, fast paced, results oriented business environments.

Marriott Vacations Worldwide is an equal opportunity employer committed to hiring a diverse workforce and sustaining an inclusive culture.

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