Call Centre Supervisor
Salary - GBP20,000 per annum (& commission) OTE GBP24,000
Hours of Work - Shifts between 8am – 8pm Monday to Friday (37.5 hours per week) & 1 in 3 Saturdays 9am – 5pm
To meet and exceed Corporate standards of productivity and quality through development and management of Reservations agents.
KEY RESULT AREAS:
* Maintain effective ACD handling through staff scheduling ensuring optimum level of staff resources according to business need. Also collate ACD figure on a daily basis.
* Monitor staff productivity and performance identifying variance to Corporate standards and taking appropriate action when necessary to ensure regional goals and targets are achieved.
* Ensure that the Service Centre meets relevant productivity targets on call handling and conversion ratios for all products currently, Exchange, Getaway, Renewal and Interval Gold.
* Complete appraisal assessments and interviews for Service Centre Counsellors as necessary.
* Participate in recruitment interviews and candidate selection process.
* Develop and maintain effective coaching strategy to aid Holiday Counsellors as required and identify training needs as required.
* Develop strong relationship with training to identify training and development needs and build appropriate training strategy.
* Ensure effective communication procedures are implemented.
* Compile daily statistic of holiday counsellors activity against monthly targets.
* Devise ad-hoc incentives each month to achieve office targets.
* Whilst responsible for all staff in department would also have own specialist area within department, (getaway, processing, club reservations).
* Undertake any other duties, which are consistent with the post.
* Sales, Customer Service, People Management, PC Literate (Word and Excel), Call Centre Experience, Organisation and Planning Skills, ability to establish professional and personal credibility, self motivated, ability to work on own initiative.
Contact Info: hr-europe@intervalintl.com