Supervisor New Member Journey

Job ID: SPE000163Area of Talent: Call CenterCategory: Call Center Reservations TelemarketingShift: Day JobLocation: Orlando, FLDate Posted: 11/05/2024Property: Metrowest Corporate HGV Office


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What makes Hilton Grand Vacations unique?
Together, We Can.
We believe that our most important strength is our people. The foundation of our culture is to value and celebrate the unique differences that make us thrive as individuals and engage together. Our more than 12,000 Team Members around the world are the power behind the memorable experiences delivered to our guests and owners every day. It is their talent, commitment and passion for our brand that makes a positive impact within our industry and the communities in which we live and work. They are passionate about offering our guests exceptional experiences, and we are passionate about recognizing, rewarding and supporting those achievements. Together, We Can.
Escape the ordinary! Now is an exciting time to join our growing team and a leading company in the vacation industry!
Job Description

In this position, you would be responsible for supervising all aspects of the New Member Journey, including, but not limited to, coaching, monitoring, and training, to increase efficiency and ensure outstanding customer service and first-level team support.

Additional Duties Include:

·       Assist day-to-day department operations to ensure outstanding owner experiences

·       Assist with achieving departmental objectives by contributing customer service information, understanding key performance indicators and strategic plans and reviews

·       Understands new owner trends and determines system improvements 

·       Meets new owner financial objectives by forecasting requirements

·       Plans, monitors, appraises, and reviews job contributions of new owner guides

·       Assists with ongoing training and information sessions

·       Accomplishes new owner guide human resource objectives by assisting with recruiting, selecting, training, and coaching associates

·       Setting the precedent for excellence through leading by example, motivating, mentoring, and coaching 

·       Subject Matter Expert for dialer system/software; Optimize inbound/outbound call flow, speed, campaign setup, best practices, strategies, and campaign segmentation efficiencies

·       Build and maintain strong relationships with internal and external business partners 

·       Reinforcement of standard operational procedures/manuals and call scripting

·       Embodies the Hilton Grand Vacations Values of Hospitality, Integrity, Leadership, Teamwork, Ownership, Now,

·       Completes all required Company training/compliance courses as assigned.

·       Adheres to Company standards and maintains compliance with all policies and procedures.

·       Performs other related duties as assigned.

Why do Team Members Like Working for us?

  • Driven base pay plus monthly performance incentives
  • Get your earned pay any time before payday through DailyPay*
  • Medical, Dental, and Vision benefits starting on Day One
  • Generous Vacation Time Off Program and Paid Sick Time
  • GO Hilton Discounted hotel rates worldwide
  • Tuition reimbursement programs
  • Recognition Programs and Rewards
  • Internal Growth and Career Pathing 

Qualifications

To fulfill this role successfully, you must possess the following minimum qualifications and experience:
  • Call center/telemarketing
  • Supervisory 
  • Campaign management
  • Microsoft Office Suite
  • Ability to work a variable schedule
  • Proven track record in productivity and performance management of diverse teams of different functions, strategic business vision and planning, communication, techniques, quality management, adherence to corporate policies and procedures, and proficiency in common computer software e.g. MS Office Suite
It would be advantageous in this position for you to demonstrate the following capabilities and distinctions:
  • Experience leading a team of 20+ team members
  • Self-directed, driven, strategic thinker with a dedication to success  
  • Articulated, tactful written and verbal communication skills to collaborate with all levels of the organization, including ability to participate in executive meetings and conduct executive presentations 
  • Ability to handle extensive amounts of information and tasks and to prioritize high-value tasks while focusing on a fast-paced, ever-changing marketing environment 
  • Results-oriented, with strong analysis, evaluation, and planning capabilities  
When you join Hilton Grand Vacations, you join a group of Team Members dedicated to helping Owners and Guests around the world make every vacation they take a memorable one. Hilton Grand Vacations is a leading vacation ownership company bringing our Guests vacation dreams to life.
We are an equal opportunity employer and value diversity at our company. We do not discriminate on the basis of race, religion, color, national origin, gender, sexual orientation, age, marital status, veteran status, or disability status.
We will ensure that individuals with disabilities are provided reasonable accommodation to participate in the job application or interview process, to perform essential job functions, and to receive other benefits and privileges of employment. Please contact us to request accommodation.

Extraordinary People,

Exceptional Benefits on Day One

Benefits start on your first day of work with no waiting period!

Hilton Grand Vacations is committed to putting people first. That’s why our benefits plan starts when you do. But that’s just the beginning of the exceptional opportunities we offer to extraordinary people who join our U.S. Team.

Eligibility: All U.S. regular full-time and part-time Team Members are eligible for a wide range of benefits. Team members represented by a labor organization or subject to a collective bargaining agreement may have benefits that differ from other non-represented employees.

  • Benefits that support Team Member health and financial wellbeing.

  • Travel and hotel discounts for Team Members, family and friends.

  • A healthy work-life balance with PTO and flexible hours.

  • Team Member events that build camaraderie through fun activities.

  • An open-minded culture committed to diversity and inclusion.

  • Incentives for Team Members that exhibit excellence every day.