What are the responsibilities and job description for the Director Call Center Operations position at Swoon?
Our client, a top player in hospitality, resort management, and timeshare clubs/memberships, is looking to add a Director of Activations to their growing team!
Salary: $130,000-150,000/yr
Location: Springfield, MO - 5 days a week onsite
About this role:
- Oversee the design, development, and execution of training programs for marketing, activations, booking and owner services call center agents, ensuring alignment with organizational standards and industry best practices.
- Establish and maintain call quality standards and practices, conducting regular assessments and implementing continuous improvement initiatives.
- Work closely with leaders beyond call centers, in Finance, IT, HR, Comms etc. to garner support for call center priorities and drive alignment across departments.
- Develop and manage Activation budget functions, ensuring effective allocation of resources, delivering tour flow to each site and cost ensuring control.
Experience:
- 5 years’ experience customer service management leadership in hospitality and/or timeshare management business
- Proven experience as a manager or Customer Relations Professional
- Experience tracking KPI’s – Customer Satisfaction
- Proficient in MS Office
- A customer-oriented attitude
- Excellent communication and negotiation skills
Interested? Apply now!
Salary : $130,000 - $150,000
