Department: Operations
Reports To: Operations Manager
Location: Montego Bay
SUMMARY:
Coaches and develops team of sales agents to achieve their individual performance goals as well as team goals by performing the following duties:
ESSENTIAL DUTIES AND RESPONSIBILITIES include the following. Other duties may be assigned. Must have experience in Sales-Hotel Industry or Marketing.
Achieves team performance goals as established by leadership
Coaches and Develops team of sales agents to achieve performance objectives
prepares and administers Performance Development Plans for sales agents as needed to develop agent performance and behavior
Supervises the daily activity of Sales team consisting of Agents by monitoring, coaching and developing each team member to ensure call quality, sales techniques and compliancy guidelines are being met.
Handles escalated call disputes between customers and agents.
Issues written and oral warnings or reprimands for schedule adherence, , call quality or any misconduct as outlined in employee handbook.
Responsible for periodic evaluations on all team members which is maintained in employee files in the HR department.
Assigns duties and examines work for exactness, neatness, and conformance to policies and procedures.
Studies and standardizes procedures to improve efficiency of subordinates.
Maintains harmony among workers and resolves grievances by following the open line procedure as necessary.
Adjusts errors and complaints.
Builds strong relationships with peers, superiors, and team members.
Be open and responsive to consistent coaching, take an active role in performance planning and goal setting.
Acts as a role model at all times, adheres to high ethical standards.
Takes responsibility and initiative to develop core skills and competencies by being involved in every facet of personal development.
Displays flexibility in an environment by championing and embracing change.
SUPERVISORY RESPONSIBILITIES:
In conjunction with a Sales Coach, supervises approximately 15 FTE's on a Sales Campaign in the Operations Department. Carries out supervisory responsibilities in accordance with the organization's policies and applicable laws. Responsibilities include interviewing, hiring, and monitoring, coaching and developing employees; planning, assigning, and directing work; appraising performance; rewarding and disciplining employees; addressing complaints and resolving problems.
QUALIFICATIONS:
To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
Knowledge of:
Campaign products and/or services being offered, VNS operating system, Company policies and procedures as outlined in Employee handbook; Computer programs such as Word, Excel, Power Point, Outlook and Access and applicable campaign programs.
EDUCATION and/or EXPERIENCE:
Bachelor's degree from four-year College, Asc. Degree, Diploma or university; or related experience and/or training; or equivalent combination of education and experience.
Email us at: jamapp@etechtexas.com
