Club - Lead CounselorHilton

What will I be doing?

Team Lead of approximately 10 to 15 team members in a multi-channel inbound Call Center in the vacation ownership industry. Lead, Coach and Mentor Club Counselors for the purpose of providing exceptional member experience.
Responsibilities:

• Assist Call Center Management Team in the operation of a multi-channel inbound call center by providing support and help to Club Counselors who service Club Members and other vacation ownership owners with reservations, program education, maintenance fees, loans and website usage troubleshooting.
• Provide daily support, direction and communication to team members so that calls are answered in a timely, efficient and knowledgeable manner with focus on achieving ASA and Service Level goals established.
• Provide statistical and performance feedback; (i.e.; schedule adherence, productivity, attendance and all other established metrics) and coaching on regular basis and as defined by department Management.
• Assist Call Center Supervisor with Performance Reviews and Evaluations as well as Performance Improvement Plans for team member skill improvement.
• Assists Call Center Supervisor with addressing disciplinary issues and performance problems according to company policy and department standards.
• Assist in the administration of the internal and external help lines, which provide support and assistance to sales and resort operations staff and club counselor staff; answering questions, assisting with escalated calls, providing support and guidance.
• Provide inbound customer assistance during high demand or low staff periods.
• Uses appropriate judgment in upward communication regarding department and team member concerns.
• Respond to customer service calls requiring lower level supervisory intervention while properly following the compensation levels established. When necessary work with Resolution Specialist in handling higher level challenges.
• Coordinate any outbound programs or special projects insuring the best usage of staff during peak and off-peak periods under the direction of the Department Management.
• Assist Department Management team in the development of team and morale building exercises and activities.
• Assist Department Management with developing agendas for staff meetings and roundtable discussions.
• Flexible work schedule with a monthly shift rotation to include MOD on Saturday.
• Any other reasonable request by HGVC Management.

EOE/AA/Disabled/Veterans