Activations Assistant Supervisor

at Bluegreen Vacations Service Center

Orlando, FL

Posted on Sep. 27, 2016

Full Time

PURPOSE: The Activation's Assistant Supervisor assists the Supervisor with overseeing and providing leadership to the Activation's department. Ensure client vacation expectations are met or exceeded during the reservation process and at time of travel. In charge of overseeing the daily operations of the department such as training, monitoring, coach and counseling and working with other department managers to achieve company goals. Focus on sales training techniques and developing a high performing team. SUMMARY OF DUTIES: • Assist the Supervisor in overseeing the day to day operations of the Activation's Department • Focus on performance of their own team by putting emphasis on work rules, policies, procedures and behavioral competencies • Train and monitor associates • Ensure minimum performance standards are met by all associates • Develop training sessions and suggest contests to improve departmental performance • Review / generate reports – booking, cancels, revenue, lead penetration, contact rates, etc • Handling escalated guest concerns and making certain that follow up calls are completed to ensure quality service is provided to guests • See that campaigns and leads are being worked efficiently and appropriately; assign campaigns to agents on a daily basis • Make certain that Team is within Adherence requirements • Complete live monitors weekly • Meet deadlines for any assigned projects or tasks • Ensure that all Team Members are up to date with changes and new information • Ensure minimum standards are met for the following and additional metrics: Activations per Kronos hour, Connects per Activation, Individual revenue budgets • Attend meetings and conference calls as required • Special projects as assigned Your career with Bluegreen Vacations offers: • Paid Training • Medical, Dental & Vision Plans • Benefits and recognition programs • Paid Time Off • 401k plus company match • Discounted Team Member Resort Stays (only $75 a week!) • Long - term career opportunities • Team Member Referral Program • Conveniently located by the Millenia Mall MINIMUM QUALIFICATIONS (Skills, Knowledge, Ability, etc.): • High School Diploma or Equivalent (GED) • 6 mo - 1 year of call center management or supervisory experience. • Min 1 year experience in sales and customer service. Timeshare experience a plus Strategic business vision and planning, management techniques, associate management techniques, communication techniques, productivity and performance management techniques, quality management, MS Office Outlook, Word, Excel, Power Point, and Access, internet explorer, company’s intranet system, corporate policies and procedures. • Must be detail oriented, able to handle multiple projects, adhere to deadlines, manage groups of people from all different backgrounds, excellent verbal and written communication skills. Exceptional conflict resolution/problem solving and follow up skills. High energy and performs well in stressful situations. • Must also be strategic thinking, business-oriented, results-oriented, decision maker, self-directed, self-starter, creative, strong analysis, evaluation, and planning capabilities, strong interpersonal relationship and communication skills to negotiate and obtain desired results, as well as to coach associates, make presentations, and to interact with interface organizational areas, customers, vendors, etc., team player, and enthusiastic. -----> SOFTWARE COMPATIBILITY

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