Assists Management

• Assist the Senior Manager, Call Centre with the recruitment, supervision, roster scheduling and training of operations staff.
• Partner with the Senior Manager, Call Centre to establish work schedules, and review requests for PTO from team members.
• Provide complete and accurate tracking of all key business indicators related to the Department.
• Ensure that hourly employees are trained on company core values, job roles, responsibilities, and technical and service aspects of the job.
• Coach and develop employees (e.g., create expectations for continual improvement, provide challenging tasks and assignments, hold development discussions, and construct and execute development plans).
• Participate in associate performance appraisals.
• Listen to hourly employees' suggestions for improving how work is done and how guests are served, gaining management support as needed to act upon suggestions.
• Evaluate current processes and suggest improvements.
• Assist the Senior Manager, Call Centre to lead team to meet anticipated business requirement to the agreed standards

Marketing channels

•  Oversee all packages sold and bookings to ensure quality.
•  Promote awareness of brand image internally and externally.
•  Oversee the process of commissions and incentives for current marketing programs.

Quality Assurance/Quality Improvement

• Monitor the performance of others to ensure adherence to quality expectations and standards.
• Consistently monitor individual associates progress and development

Policies and Procedures

• Protect the privacy and security of guests and coworkers.
• Maintain confidentiality of proprietary materials and information.
• Follow company and department policies and procedures.
• Perform other reasonable job duties as requested by Supervisors.
• Ensure agreed customer service standards are consistently met

Communication

• Discuss work topics, activities, or problems with coworkers, supervisors, or managers discreetly and quietly, avoiding public areas of the property.
• Exchange information with other employees using electronic devices (e.g., pagers and two-way radios, email).
• Speak to guests and co-workers using clear, appropriate and professional language.
• Provide assistance to coworkers, ensuring they understand their tasks.

Working with Others

• Contact appropriate individual or department (e.g., Sales, Data Administration, Accounting) as necessary to resolve guest calls, requests, or problems.  Develop and maintain positive and productive working relationships with other employees and departments.
• Support all co-workers and treat them with dignity and respect.
• Handle sensitive issues with employees and/or guests with tact, respect, diplomacy, and confidentiality.
• Partner with and assist others to promote an environment of teamwork and achieve common goals.
• Actively listen to and consider the concerns of other employees, responding app
• Provide leadership, guidance and support to individual Telesales Consultant

Safety and Security

• Follow company and department safety and security policies and procedures to ensure a clean, safe, and secure environment.

Physical Tasks

• Move, lift, carry, push, pull, and place objects weighing less than or equal to 10 pounds without assistance.

Other

• Demonstrates total understanding of the culture and processes of the organization.
• Manages time effectively to punctually attend daily team meetings, training sessions, and customer/owner appointments.
• Improves sales presentation approach through self-critique, practice, and lessons from the feedback provided by others (e.g., Sales Manager Coaches, Customers, Owners).
• Participates in formal training sessions offered by management team.
• Maintains an awareness of current events (e.g., news, sports, pop-culture) and information on locations to enable customer relationship building.
• Assists in the development and mentoring of other Telesales Consultants as requested.
• Understands and abides by state and federal regulation around all sales and/or marketing activity (i.e. Do Not Call Lists, State registrations, Exemptions, etc).
• Performs other duties as assigned.

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