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Team Leader - Call Centre Operation in Shanghai at Marriott Vacations Worldwide

Date Posted: 3/6/2019

Job Snapshot

Job Description

MARRIOTT VACATION CLUB ASIA PACIFIC (MVCI)

Where Dreams Come True

We are a large pure-play timeshare company and develop well-known timeshare brands including Marriott Vacation Club, The Ritz-Carlton Destination Club and Grand Residence Club by Marriott. We offer a range of opportunities for talented individuals to encourage our clients to experience the joy of taking holidays the Marriott way!

We invite you to discover the career of a lifetime. We are seeking qualified individuals to join our team.

By joining the MVCI big family, an attractive package awaits you:

  • Discounted worldwide holiday accommodation
  • Multi-cultural work environment;
  • Attractive salary and benefits package;
  • Firm commitment to the development of careers;
  • Supportive, Professional and Fun working environment

Team Leader

JOB SUMMARY

Supervises the Call Centre Tele-sales team. Organizes, Provides and monitor the penetration rate of the leads provided to the team. Provide guidance to help the team or individual to achieve target given. Responsible for the team to achieve the call centre budget tours and production.

Provide training weekly or monthly that is accordance to what the team requires to improve their performance, to provide training to the new staff to get the ready for their role. Manage all collaterals given for the sales process. To ensure all telesales consultants update the system with their contact form the members and guests via TSW or OTM or any leads management system provided.

JOB SPECIFIC TASKS

Assists Management

  • Assist the Senior Manager, Call Centre with the recruitment, supervision, roster scheduling and training of operations staff.
  • Partner with the Senior Manager, Call Centre to establish work schedules, and review requests for PTO from team members.
  • Provide complete and accurate tracking of all key business indicators related to the Department.
  • Ensure that hourly employees are trained on company core values, job roles, responsibilities, and technical and service aspects of the job.
  • Coach and develop employees (e.g., create expectations for continual improvement, provide challenging tasks and assignments, hold development discussions, and construct and execute development plans).
  • Participate in associate performance appraisals.
  • Listen to hourly employees' suggestions for improving how work is done and how guests are served, gaining management support as needed to act upon suggestions.
  • Evaluate current processes and suggest improvements.
  • Assist the Senior Manager, Call Centre to lead team to meet anticipated business requirement to the agreed standards

Marketing channels

  • Oversee all packages sold and bookings to ensure quality.
  • Promote awareness of brand image internally and externally.
  • Oversee the process of commissions and incentives for current marketing programs.

Quality Assurance/Quality Improvement

  • Monitor the performance of others to ensure adherence to quality expectations and standards.
  • Consistently monitor individual associates progress and development

CANDIDATE PROFILE

  • Minimum of one (1) year of experience as a team leader
  • Minimum 2 years' experience in a Telesales Consultant role
  • Proficiency in English and Mandarin
  • Proven verbal and written communication skills.
  • Proficiency in the use of computer word processing skills with specific knowledge of Microsoft Excel and Word
  • Ability to work under pressure, manage multiple priorities, and be a self-starter.
  • Proven ability to work in a team environment and interact with all levels of the organization.
  • Excellent organizational and attention to detail skills
  • Must be able to handle a flexible work schedule which will include weekends, holidays and evenings
  • Experience in high volume, fast-paced, results oriented business environments

If you believe you are the one we are seeking and thrive in a transparent and autonomous environment, apply here and attach your resume giving full details of qualifications, experience as well as current and expected salary.

We regret that only short-listed candidates will be notified.

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

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