JOB SUMMARY

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 performance appraisal with direct reports according to Standard Operating Procedures.
• Provides for the safety and security of the associates or the property.
• Controls the flow and distribution of materials or merchandise and supplies.

MANAGEMENT COMPETENICES

Leadership

• Adaptability - Determines how change impacts self and others; displays flexibility in adjusting priorities; and communicates both the reasons for change and how it impacts the workplace. 

• Communication - Customizes approach to conveying complex information and ideas to others in a convincing and engaging manner; appropriately interprets verbal and non-verbal behavior; and models active listening to ensure understanding.

• Problem Solving and Decision Making - Models and coaches others on breaking complex issues into manageable parts, identifying and evaluating alternatives and their implications before making decisions, and involving and gaining agreement from others when making key decisions.

• Professional Demeanor - Exhibits behavioral styles that convey confidence and command respect from others; makes a good first impression and represents the company in alignment with its values.

Managing Execution

• Building and Contributing to Teams - Leads and participates as a member of a team to move the team toward the completion of common goals while fostering cohesion and collaboration among team members.

• Driving for Results - Sets high standards of performance for self-and/or others; assumes responsibility for work objectives; initiates, focuses, and monitors the efforts of self-and/or others toward the accomplishment goals; proactively takes action and goes beyond what is required.

• Planning and Organizing - Gathers information and resources required to set a plan of action for self-and/or others; prioritizes and arranges work requirements for self-and/or others to accomplish goals and ensure work is completed.

Building Relationships

• Coworker Relationships - Interacts with others in a way that builds openness, trust, and confidence in the pursuit of organizational goals and lasting relationships. 

• Customer Relationships - Develops and sustains relationships based on an understanding of customer needs and actions consistent with the company’s service standards.

• Global Mindset - Supports employees and business partners with diverse styles, abilities, motivations, and/or cultural perspectives; utilizes differences to drive innovation, engagement and enhance business results; and ensures employees are given the opportunity to contribute to their full potential.

Generating Talent and Organizational Capability

• Organizational Capability - Evaluates and adapts the structure of team assignments and work processes to best fit the needs and/or support the goals of an organizational unit.

• Talent Management - Provides guidance and feedback to help individuals develop and strengthen skills and abilities needed to accomplish work objectives.

Learning and Applying Professional Expertise

• Applied Learning - Seeks and makes the most of learning opportunities to improve performance of self and/or others.

• Business Acumen - Understands and utilizes business information to manage everyday operations and generate innovative solutions to approach team, business, and administrative challenges.

• Technical Acumen - Understands and utilizes professional skills and knowledge in a specific functional area to conduct.

• Basic Competencies - Fundamental competencies required for accomplishing basic work activities.

• Basic Computer Skills - Uses basic computer hardware and software (e.g., personal computers, word processing software, Internet browsers, etc.).

• Mathematical Reasoning - Demonstrates ability to add, subtract, multiply, or divide quickly, correctly, and in a way that allows one to solve work-related issues.

• Oral Comprehension - Demonstrates ability to listen to and understand information and ideas presented through spoken words and sentences.

• Reading Comprehension - Demonstrates understanding of written sentences and paragraphs in work-related documents.

• Writing - Communicates effectively in writing as appropriate for the needs of the audience.

Marriott Vacations Worldwide is an equal opportunity employer committed to hiring a diverse workforce and sustaining an inclusive culture.