Call Centre Supervisor

2 months ago

กรงเทพมหานคร, Thailand Marriott Vacations Worldwide Full time

**JOB SUMMARY**

Supervises the call center operations floor to ensure Inbound and Outbound customer calls are efficient and conducive to sales presentation discussions and purchase deliberations and provides one-on-one coaching and mentoring to team associates. Supervises the day-to-day activities of individual Telemarketers. Participates in the performance management, coaching, and selection of the marketing workforce. Participates in developing and implementing programs that will increase the production from Call Centers, including Virtual Direct Sales Presentation.

Communicates marketing strategy and tactics to sales and marketing workforce as directed by the DOS, Call Centre.

**JOB SPECIFIC TASKS**

**OVERALL RESPONSIBILITIES**
- Assisting in delivery and coordinates various training programs.
- Observe and identify associate areas of strength and development opportunities (e.g., through ride-alongs, shadowing, monitoring).
- Measure the performance of marketing executives/team leaders against goals and hold them accountable. - Importance to My Job
- Provide one-on-one coaching and mentoring to team associates.
- Assistant in managing associate performance, developing performance plans for associates below expectation (progressive discipline).
- Reward and recognize associate performance (e.g., way-to-go letters, personal bests, top three per channel, top VPG, attendance, special contribution, top three total packages).
- Motivate associates to increase production and performance (e.g., through contests, Special Performance Incentive Funds [SPIFs], motivational e-letters).
- Provide on-call support to associates when not on site.
- Seek and review sales and marketing best practices/publications and uses this information to train/coach associates to increase production.
- Assist Manager in conducting formal performance reviews and use this information to create individual development plans, career paths, and promotion development plans.
- Identify and respond to the needs/questions/issues (both work and non-work related) brought forth by team associates.
- Assisting in meditating conflict in and between teams (e.g., within marketing teams, between marketing and sales teams).
- Monitor standard practices and develops amendments to standard practices as needed.
- Assist Management in providing guidelines for empowering associates to make decisions regarding guest experience and service issues.
- Assist Management in delivering and coordinates various training programs.
- Create an awareness and understanding of policies and procedures for conducting business (e.g., Flight Plans, Local Standard Operating Procedures).
- Participate in selection processes (e.g., interviewing).
- Develops and manages daily Virtual Direct Sales Presentation.

***MARGINAL JOB FUNCTIONS**

Other duties and assigned tasks as required

**PHYSICAL JOB REQUIREMENTS**
- Position involves standing, and walking
- Ability to communicate clearly and concisely

**JOB QUALIFICATIONS**
- Good personality
- Strong communication skills especially speaking
- Positive interpersonal skills
- Able to work in a deadline and target
- Strong hospitality skills.

imvwap

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

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