Come join our outstanding, fun loving TEAM today!
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.
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.
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.
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.
To give our guests the most exciting, fun-filled, and enjoyable vacation experience ever!