Manage the daily activities of the Call Center to ensure that guests and potential guests receive efficient and effective telephone service.
CANDIDATE PROFILE
Education and Experience
- High school diploma or GED; 2 years’ experience in the guest services, front desk, or related professional area.
- 2-year degree from an accredited university in Hotel and Restaurant Management, Hospitality, Business Administration, or related major; no work experience required.
CORE WORK ACTIVITIES
Managing Call Center Activities
- Manages the daily activities of the Call Center operation including Call Center productivity, call monitoring, scheduling and call volume forecasting.
- Monitors the daily activities and performance of all Call Center staff.
- Assists with the maintenance of the work order system.
- Prepares weekly Call Center schedule based on forecasted volume trends for all skill sets.
- Supervises administrative tasks including time and attendance records, labor reports and user ID maintenance.
- Act as the Manager on Duty during assigned shifts.
Implementing Exceptional Customer Service
- Assists Call Center Agents in handling guest complaints and resolving issues.
- Monitors Call Center metrics, prepare reports related to call volume, talk time, calls in queue and response time and standardize procedures to ensure efficiency.
- Enforces Call Center Agents utilize the appropriate verbiage and selling techniques, generates work order tickets for service deficiencies and promotes package and room sales.
- Assists with the maintenance of the work order system.
Conducting Human Resources Activities
- Interviews, selects and trains associates
- Sets and adjusts associates rates of pay and hours of work.
- Directs the work of associates.
- Appraises employee’s productivity and efficiency for the purpose of recommending promotions or other changes in status
- Handles employee complaints and executes disciplinary action as needed.
- Conducts annual perform
📌 Assistant Sales Manager for Sales (Ciudad de México)
🏢 Marriott Vacations Worldwide
📍 Ciudad de México
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