In-Office Call Center Supervisor

Purpose

The Owner Care Supervisor is responsible for interacting with resort guests and owners, providing information, assistance, and ensuring a superior customer service experience. This role involves coaching and leading a team, monitoring performance, and collaborating with leadership to enhance service delivery and operational efficiency.

General Duties and Responsibilities

Note: Responsibilities may vary by location.

• Enhance customer recovery by listening to concerns and working with Site and Senior Leadership to find solutions that align with both customer satisfaction and company policies.
• Monitor, coach, and provide specific feedback to improve team performance in areas such as quality, productivity, attendance, and accuracy.
• Conduct a minimum of three call evaluations per month/per agent and lead monthly QA review sessions to develop action plans for improving customer experience and agent performance.
• Coach and develop direct reports to meet and exceed call center goals, including upsell objectives, tour goals, and ancillary revenue sales.
• Distribute performance reports for teams and/or call center leadership.
• Ensure team members meet KPI targets and adherence metrics.
• Manage agent performance, including handling infractions, coaching, and performance improvement initiatives.
• Conduct formal performance reviews and improvement plans for all team members.
• Audit reservations for accuracy and compliance with company policies.
• Administer escalated calls from internal departments, owners, and guests, ensuring timely resolution.
• Recruit, train, and develop new Owner Care Specialists to uphold service excellence.
• Lead pre-shift meetings, providing updates and motivation for the team.
• Maintain up-to-date knowledge of company policies, procedures, and brand standards.
• Partner with other business units to ensure associates have the most current information.
• Create and manage monthly call center team schedules.
• Assist with annual meetings and other administrative tasks as assigned.
• Maintain a flexible schedule, including evenings, weekends, holidays, and on-call availability.

General Expectations

The Owner Care Supervisor is expected to perform all assigned duties while adhering to company policies, the business code of ethics, FLSA regulations, and all applicable laws. The role requires maintaining confidentiality, reliability, quality, and productivity.

Job Requirements

Education, Training, and Experience:

• Associate degree or higher preferred; some college coursework is beneficial.
• High proficiency in Microsoft Office, especially Excel, Word, and PowerPoint.
• 3-5 years of experience in a leadership or supervisory role within a call center environment is required.
• Experience in hospitality, hotel, or timeshare industries is a plus.
• Knowledge of Timeshare Ware and SPI systems is preferred.

Skills, Knowledge, and Abilities:

• Strong computer skills, with proficiency in Microsoft Office Suite (Excel, Word, PowerPoint, Publisher, Access).
• Excellent organizational and time management skills.
• Strong problem-solving and customer service skills.
• Outstanding verbal and written communication skills (bilingual preferred).
• Ability to work independently while effectively managing and developing a team.
• Flexible schedule with availability for evenings, weekends, holidays, and on-call shifts as needed.
• Willingness to work additional hours as required to meet goals, deadlines, and business needs.