Massanutten Resort | Great Eastern Resort Corporation (GERC)

Job Summary

The Call Center Supervisor position is responsible for leading a team of call center agents to achieve budgeted booking and tour volume for respective lead sources.  Thie role will directly oversee a team of outbound call agents within the Massanutten Resort on-site call center.      

This role will be responsible for maintaining the appropriate staffing levels for the respective team while ensuring bookings and tour levels are met on a weekly basis.  This role will work with other managers within the office to share best practices and minimum standards across team members.  This role is responsible for providing weekly team and agent performance reports and sharing with the On-Site Marketing Operations Manager. 

This position requires a dynamic individual with strong leadership, organizational, and problem-solving skills.  The ideal candidate should be strategic yet tactical and not be afraid to confront challenging situations to enforce policies and procedures.  This role will directly supervise a team of up to 10 call center agents.  This role will work closely with other members of the On-Site Marketing team as well as other managers within the Timeshare Marketing Group.      

 

Key Responsibilities

• Maximize booking and tour production from successful implementation of outbounds call efforts to appropriate lead sources. 
• Ensure proper staffing levels are met for the team on a weekly and monthly basis while ensuring correct performance management practices are in place at an individual agent level. 

 

Qualifications

• Education: Bachelor’s degree in business administration, management or a related field; or equivalent sales experience as stated below.
• Experience: Minimum of 3-5 year’s experience in a call center environment with at least 1-2 years in a supervisory or managerial role.  Experience within resort, timeshare, or real estate industry preferred.
• Strong knowledge of industry regulations and call center best practices, with special emphasis on timeshare, real estate, or resort development preferred.
• Solid understanding of call center performance metrics and reporting as well as payroll management and forecasting.
• Experience working in the hospitality or timeshare industry is a plus. 

 

• Skills:

• Outgoing personality with strong leadership and team management skills.
• Ability to work under pressure and manage multiple tasks simultaneously.
• Exceptional interpersonal and communication skills
• Ability to motivate, coach, train and direct employees

Work Environment/Expectations

• The position is based at Massanutten Resort, Virginia.   
• Must be willing to work variable shift including nights and weekends, and be available at all times that the Call Centers are open and working. 

 

For more information, please contact Connie Wittig at 540.289.3136.