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    Manager in Training-Inbound - Orlando, United States - Holiday Inn Club Vacations

    Holiday Inn Club Vacations
    Holiday Inn Club Vacations Orlando, United States

    3 weeks ago

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    Description

    Job Description

    Job Description

    This position is dedicated to assist IHG CT Team Managers and agents of the contact center with essential job
    functions which support individual and department goals within the realm of our standard operating procedures
    and guidelines. This individual will assist the call center leaders to on-board new hire agents. This individual will
    also take over Inbound and Survey calls as required, to ensure package sale goals are achieved.
    The MIT will serve as the team coach, motivator, counselor, trainer and ultimate problem solver. The MIT will also
    shadow the existing Team Managers to gain business knowledge and perform leadership daily tasks.

    ESSENTIAL DUTIES AND TASKS :
    Service Customer Sales Calls
    Coaching and Mentoring: call center team leaders are also expected to be great tutors and excellent
    mentors to their team members
    Leverage technology expertise to improve department services for customers and employees
    Support management in employee training and development programs.
    Help facilitate team SOP that improves team performance

    JOB REQUIREMENT: SUPERVISORY RESPONSIBILITIES
    Assist agents by taking over the call in effort to secure a package sale
    Assist all agents achieve their daily package sales goals
    Apply and understand all of the organizations products, services, procedures and guidelines
    Monitor calls to ensure quality assurance
    Work with training managers to assist with fast track training sessions for all agents based on
    performance guidelines
    Ensure agents have the hardware and software available to perform their job function
    Participate in strategy meetings with leadership team to gain knowledge
    Ensure agents are meeting department adherence standards
    Ensure the highest level and quality of customer service is maintained with IHG guests

    EDUCATION and/or EXPERIENCE
    High School or equivalent/ Associate's or Bachelor's Degree preferred.

    QUALIFICATIONS
    At least 1 year of call center experience preferred.
    Excellent communication, organization and time management skills
    Ability to handle stressful situations while remaining calm and courteous
    Possess problem solving skills, as well as ability to deescalate difficult situations
    Ability to write correspondence in a professional manner
    Knowledge of Microsoft Excel, Word and Outlook
    Ability to lead and mentor a team

    INDCCC

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