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Call Center QA Team Lead

posted August 8, 2019

Vacation Myrtle Beach
Myrtle Beach, SC
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Come join our outstanding, fun loving TEAM today!
341865 l

About This Job

The Hotel Reservation Call Center Team Lead is responsible for assessing the quality of the performance of our call center associates who deal with our existing and potential customers. The Team Lead will monitor inbound and outbound call and chat responses to assess agents’ demeanor, technical accuracy, sales performance, product knowledge and conformity to company policies and procedures.

Duties/Responsibilities:

Score inbound and outbound calls for a team of 15-20 agents, objectively measuring skills in use of scripts, product knowledge, sales and service ability, greeting, diction, listening, etiquette, objection handling, efficiency and courteous close of call.

Provide effective feedback in a constructive manner to agents via written summary of call scores, real time feedback on live monitored calls and one on one coaching sessions.

Evaluate sales approaches by rating effectiveness of agents and developing helpful assessments.

Directs quality initiatives by requiring adherence to quality assurance policies and procedures.

Maintain professional and technical knowledge by attending monthly calibration meetings and pursuing training sessions and professional publications.

Communicate issues and actions to Team Manager in a timely and objective manner.

Skills/Qualifications:

At least 2 years hotel front desk/reservations and/or call center experience

Effective written and oral communications

Excellent interpersonal skills

Proficient in Microsoft Office with emphasis on Excel, Word and Power Point

Ability multitask and successfully operate in a fast paced, team environment

Solid time management skills

Focus on quality and salesmanship

Must adapt well to change and successfully set and adjust priorities as needed

Must be able to effectively deal with people at all levels inside and outside of the company

Must be a self-motivator and self-starter

Flexible availability including evenings, weekends and occasional overtime

We offer a fun, casual work environment with music, contests and awards. The Team Lead is a great ‘foot in the door’ position with opportunity for rapid growth based on performance. Full time, year round employment for candidates with open availability.


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About This Employer

Vacation Myrtle Beach

1144 Shine Ave
Myrtle Beach, SC 29577

(866) 251-5522

Corporate Office

www.vacationmyrtlebeach.com

About Us

Vacation Myrtle Beach is one of the leading resort hotel and condominium marketing groups on the Grand Strand, and managed by Legacy Business Solutions, LLC. Our properties are diverse and host all kinds of guests: travelers, golf enthusiasts, special business and social groups, weddings, and more!

Vacation Myrtle Beach is the official vacation site of Myrtle Beach, South Carolina. Featuring nearly 4,000 units in a variety of Myrtle Beach hotels and resorts right on the ocean. Vacation Myrtle Beach also provides information on Myrtle Beach's hottest attractions, theaters, golf, shopping, dining and more. 

 

Core Values

  • We are a family committed to integrity, faith, and a vision of growth
  • We "WOW!" by exceeding expectations
  • We make it happen with passion and determination
  • We teach and learn together through communication
  • We serve with a smile
  • We embrace and drive change 
Our Vision Statement 

To give our guests the most exciting, fun-filled, and enjoyable vacation experience ever!