About Us
Capital Vacations is the fastest-growing company in our sector of the Hospitality Industry. We pride ourselves on delivering best-in-class service and providing access to over 90 internal club destinations, plus thousands more external options. Our mission is simple: to provide quality vacations to our valued members and guests.
We’re looking for dynamic individuals to join our fast-paced team, driven by success and rewarded with industry-leading compensation plans.
The Supervisor is responsible for leading the team in the day-to-day transactions of all club servicing associates which include phone calls, emails, owner correspondence, and all online booking channels. Customer contacts include reservations, general resort information and customer account administration. In this role the supervisor has full responsibility for monitoring the performance stats of the team, coaching, and developing team members to highest level of performance, and ensuring the staffing and adherence to schedules is delivering the optimal customer experience. The supervisor engages with the Director in the strategic planning for workflow efficiency and future growth. This role reports to the Director of Owner Services and Reservations.
Principal Duties and Responsibilities
- Monitor, coach, and provide specific feedback to meet performance requirements, including quality, productivity, attendance, and accuracy of performance.
- Ensures each associate completes 4 call monitors per month and conducts monthly QA review sessions that will assist in creating action plans to enhance customer experience and performance.
- Ability to coach and develop direct reports to meet and exceed call center goals and increase ancillary revenue sales.
- Prepares and delivers formal performance reviews and performance improvement plans for all team members
- Coach team to achieve and upsell objectives, identify motivational initiatives and incentives
- Maintain excellent working knowledge of company policies and procedures.
- Makes decisions with guidance from Director where needed.
- Audit reservations to ensure accuracy and performance.
- Tasked with creating, running, and distributing various reports for Sr. Leadership regularly and as requested
- When needed, handle escalated calls from Internal departments, owners, and guests.
- Monitor daily activity of owner/rental reservations for float properties.
- Partners with other business units and provides up to date information to associates.
- Create the monthly schedule for call center teams.
- Monitor and assign responsibility for responses from our general email box.
- Fulfill all other tasks or directives as required.
- Participate in after-hours call coverage in support of prescribed properties if needed
- Other duties as assigned.
Job Requirements
Education, Essential Training / Certifications, and Experience:
2+ years of college preferred, some college preferred
- High-level proficiency with Microsoft Office applications, High proficiency in MS Excel required
- 3-5+ years of experience as leader or Supervisor in a Call Center is a must
- Hotel/timeshare experience a plus
- Knowledge of Timeshare Ware and SPI is a plus.
Skills, Knowledge and Abilities:
- Ability to work both in a team and independently
- Excellent organization and ability to multi-task required to handle multiple priorities
- Very detailed oriented and accuracy is a must
- Technically savvy ~ able to quickly pick up and maneuver through several different systems
- Ability to work in an office environment
- Flexible schedule, ability to work evenings, weekends, and holidays
- Excellent communication skills
- Ability to handle escalated calls
- Bilingual a plus
- Experience creating schedules, monitoring phone system adherence, and understanding how to staff for call center phone volume.
- Ability to work with a high level of professionalism at all times
- Ability to work with limited supervision
