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Call Center Specialist

posted February 14, 2020

Hilton Grand Vacations Hawaii Regional Office
Honolulu, HI
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594051 l

About This Job

Job Description

Hilton Grand Vacations ranks 26th in Hawaii Business Magazine’s “Top 250” that highlights the state’s largest companies based on gross sales, a key indicator of market dominance and influence. Additionally, our company was the highest-ranking timeshare business on this year’s list!

As a Call Center Specialist you will be responsible for driving company success through performing the following tasks to the highest standards:

  • Prepares weekly, monthly, and quarterly reports
  • Provide analysis of reports and collaborates with business partners to develop and maintain a strategy which supports performance objectives and addresses areas of opportunity
  • Assist in the definition, documentation, and implementation of standard operating procedures, policies and procedures
  • Support in the planning, reviewing, and customizing the Client Relation Management application
  • Identifies and analyzes employee performance problems and works with operational leaders to determine ongoing training needs, and implements solutions
  • Serves as the point person in managing and distribution of leads daily Also, reviews processes/results to improve efficiencies
  • The role will include campaign management and reporting, ongoing analysis of programs, detailed market segmentation and comparative analysis of segment performance, proforma modeling of new programs, reporting and analysis of variety of projects including, but not limited to operational efficiency analysis, program analysis, new product development, market analysis, general analytical support of strategic business decisions, and tracking of tactical decision impact
  • Maintain perspective on system functionality, call flow, content, quality assurance, challenges and opportunities
  • Facilitates onboarding and training for team members in the Direct Marketing Call Center on company guidelines, package and product details, coding, premiums, and systems
  • Assist in Inventory Management and assess processes and results to ensure maximum efficiency of hotel and resort inventory
  • Project management as needed
  • Management of Timesaver for call center employees
  • Additional administrative duties, as needed, to further business objectives
Qualifications

What are we looking for?

Hilton Grand Vacations is a leader in the vacation ownership industry, operating with an unwavering commitment to innovation, quality, and continued growth. We believe that at the core of our company’s success are our Team Members! To fulfill this role successfully, you must possess the following minimum qualifications and experience:

  • 2+ years experience in marketing analysis, revenue management, campaign management or experience in a similar field
  • Strong organizational skills to balance multiple duties and assignments in a fast-paced work environment
  • High level proficiency in Microsoft Office Suite (word, excel, outlook)
  • Excellent oral, interpersonal, and written communication skills
  • Able to work a flexible work schedule including night, weekends and holidays
  • High school graduate or equivalent

It would be advantageous in this position for you to demonstrate the following capabilities and distinctions:

  • Experience working with VOICE and Salesforce
  • Timeshare experience with Hilton Grand Vacations or branded timeshare company
  • High level of reading, writing, and speaking proficiency in English and Japanese

We are an equal opportunity employer and value diversity at our company. We do not discriminate on the basis of race, religion, color, national origin, gender, sexual orientation, age, marital status, veteran status, or disability status.

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About This Employer

Hilton Grand Vacations Hawaii Regional Office

1600 Kapiolani Blvd., Suite 1100
Honolulu, HI 96814

At A Glance

Hilton Grand Vacations Company, LLC, is a division of Hilton Worldwide, recognized as a leading global hospitality company. Headquartered in Orlando, Fla, Hilton Grand Vacations develops, markets and operates a system of brand name, high-quality vacation ownership resorts in select vacation destinations. The company also manages and operates two innovative club membership programs: Hilton Grand Vacations Club® and The Hilton Club®, providing exclusive exchange, leisure travel, and reservation services for more than 250,000 Club Members.

Hilton Grand Vacations provides comprehensive management services to all Club resorts, including the operation of owner rental programs, resort recreational programs and retail outlets. Additionally the company operates one of the industry’s most successful resale programs for its managed resort properties.

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