Ensemble, tout est possible.
Échappez à l’ordinaire! C’est le moment idéal pour rejoindre notre équipe en plein essor et une entreprise chef de file dans l’industrie des vacances!
As Senior Manager, you will be responsible for fulfilling the following responsibilities:
- Lead and manage the day-to-day operations of Club, which includes heading up a team of 6-8 supervisors and <40 Club Counselors.
Maximize performance and efficiency through continuous innovation and process improvement.
Introduce KPI management by training Supervisors to monitor and manage contact stats to improve team performance.
Guide and coach Team Members to balance productivity and quality depending on each situation.
Motivate Team Members to bring out their best and continuously invest in their skills to deliver higher value.
Help build HGV culture within Club based on our new brand architecture.
Take lead in managing and resolving Member issues and complaints escalated by Supervisors and Club Counselors.
Hire new Supervisors and Club Counselors by working closely with Talent Acquisition. Control attrition to avoid unexpected gaps.
Drive self-service by increasing transactions via our website and app in close coordination with the digital experience team.
Work cross-functionally with peers/colleagues in Club Orlando, Japan/Hawaii Sales, Marketing, Direct Marketing, Resort Operations to provide the best experience for our Members.
Other tasks/duties that were assigned by the superior.
Required Qualifications
BA/BS in business, marketing, operations or engineering
Minimum 10 years in a customer facing function
Minimum 5 years in a professional call center or customer service related supervisor role
Working experience in an international work environment
Strong conflict resolution skills including complaints handling and negotiation
Excellent verbal and written customer communication skills in Japanese and English
Experience in continuous improvement to drive efficiency and reduce waste
Ability to motivate, coach and inspire others.
Must be a detail oriented, self-motivated problem solver with team building and leadership skills.
People management and coaching/mentoring experience
Eligible to work in Japan
Flexible work our shift including working in night time and weekends /holidays.
15% Travel
Preferred Qualifications
Minimum 2 years of professional customer service experience preferably in an inbound call center environment
Self-starter, flexibility to work in fast-changing environments and ambiguous situations
Experience in working across cross-functional teams and functions in an international setting
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Des avantages sociaux qui favorisent la santé et le bien-être financier des membres de l’équipe.
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Des rabais sur les voyages et les hôtels pour les membres de l’équipe, leur famille et leurs amis.
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Un équilibre sain entre vie professionnelle et vie privée avec congés pour des motifs personnels et horaires souples.
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Activités pour membres de l’équipe qui renforcent la camaraderie grâce à des activités amusantes.
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Une culture ouverte d’esprit engagée envers la diversité et l’inclusion.
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Des incitatifs pour les membres de l’équipe qui font preuve d’excellence chaque jour.
