Yes& Companies LLC
Director of Call Center Sales - Somerpointe Realty
Yes& Companies LLC, Las Vegas, Nevada, us, 89105
Job Type
Full-time
Description
ABOUT OUR COMPANY
Somerpointe Realty is a leading developer of vacation ownership with twelve resorts in its network including Tahiti Village, its flagship. Headquartered in Las Vegas, NV, the Somerpointe Resorts portfolio encompasses more than 100,000 owners and 2,000 guestrooms in some of the world's most desirable locations including Las Vegas, Hawaii and Orlando.
Our History:
Somerpointe Resorts, a second-generation family business, offers owners and guests an impressive portfolio of premium properties in Las Vegas, Hawaii and Orlando, including its flagship resort, the Tahiti Village Resort. For more than 30 years, our family and associates have remained leaders in the vacation ownership industry, originally developing many of the resorts now in the Somerpointe Resorts portfolio and delivering vacation memories to more than 100,000 owner families around the world. Today, that tradition continues with the next generation of flexible-use products, premium service and enhanced owner benefits.
ROLE
As a Somerpointe Director of Call Center Sales will be responsible for overseeing all Call Center sales and administrative production for all campaigns. This includes Open Marketing programs such as Mini Vacations, Staycations, and Broker programs as well as Owner Based programs such as Owner Revisits and Owner Referrals. It will also include Administrative and Training teams. This role will oversee the Call Center Management, associated team Leads and will work closely with the Digital Marketing Department to optimize the efforts of the Call Center(s). They will also assist in the Research and Development of rolling out new programs.
RESPONSIBILITIES
1. To Lead and advance all associated companies(s) Call Center teams by proposing, advancing, and maintaining high level structure. Oversee & motivate the Call Center teams, and the associated Call Center team's campaign production through individual, campaign, and department goals.
2. To attract, hire, retain, and grow Call Center Management and sales talent. Evolve existing training programs to grow the sales teams' effectiveness. Show material increase in Call Center contact and conversion metrics as defined by Management.
3. To participate in seeking out new programs, campaigns, research and development of existing programs and rollout as approved by management.
•To design and set the parameters for campaigns.
•To track analyze and provide recommendations to understand call center performance analytics/marketing campaigns.
•To track, analyze and provide recommendations to the specific ROI of phone campaigns.
•To establish production goals for call center teams and manage employee performance.
•To establish best practices for industry, guest experience and system data integrity.
•To establish goals for Call Center Trainer and Recruiter.
•To create and communicate sales goals and ensure leadership is informed on the progress of those goals.
•To develop and execute strategic plans to achieve sales targets.
•To advise leadership on how to improve the effectiveness and efficiency of our internal processes so that you can maximize your sales team's productivity.
•To establish strong working relationships with core product, engineering, operations and other supporting functions across the company (including policy, finance, legal, HR and others).
•To provide your perspective on other new sales opportunities we should consider, as well as how we strengthen the overall SPR business.
•To participate in the monthly review and other regular processes where we will review the progress of your sales team redesign initiatives.
•To focused on results that are measurable, steady in progress towards the company's objectives and goals.
•To drives a culture of continuous improvement by establishing and maintaining a high-performance team where new ideas and solutions are encouraged, evaluated, quantified, and implemented.
•To lead change within the department by regularly challenging the current business approach and service delivery to improve quality, efficiency, and customer satisfaction.
•To have the ability to respond well to complex situations, working across the organization and with customers and partners to solve problems.
•To have the ability to move quickly and have the confidence to act decisively when needed.
•To be committed to attracting and retaining the brightest minds from all backgrounds, while cultivating the power of a diverse organization.
•To continually review and propose process improvements that impact all facets of associated call center(s).
•To review and report on call center production and individual agent and team production.
•To assist with escalated calls and provide customer service.
•To work with associated teams to make sure call center campaigns are running in alignment as designed.
•To review call center sales teams calls to ensure scripting and required disclosures and disclaimers are followed.
•To meet all deadlines, as set by management.
•To maintain and enforce a professional environment.
•To maintain a flexible schedule.
•To maintain an in-depth knowledge of the resorts and companies.
•To perform all other job requests as assigned by management.
REVENUE/BUDGETARY/STAFF RESPONSIBILITY
•Responsible for managing the Minivac Production budget for both the Open Marketing and Owners Advantage Departments.
•Directly manages 40-50 employees.
•Responsible for management of a monthly spiff account.
Physical Requirements
Work Posture Requirements:
•Sitting: Constantly
•Standing: Frequently
•Walking: Frequently
•Driving: Occasionally
•Bending (from waist): Occasionally
•Crouching (squat): Rarely
•Kneeling: Rarely
•Crawling: N/A
•Climbing (stairs): Rarely
•Climbing (ladder): N/A
•Twisting: Occasionally
•Reaching: Rarely
•Wrist Motion: Constantly
Carrying Requirements:
•Items Carried: N/A
•Distance: Click here to enter text.
•Times Per Day: Choose an item.
•Maximum Weight: Choose an item.
Moving/Lifting Requirements:
•Items Moved/Lifted: Boxes
•Times Per Day: Occasionally
•Maximum Weight: 25 LBS
Moving/Lifting Levels/Heights:
•Floor: Occasionally
•Knee: N/A
•Waist: N/A
•Chest: N/A
•Overhead: N/A
Push/Pull Requirements:
•Item Name: Click here to enter text. Frequency: N/A
•Item Name: Click here to enter text. Frequency: N/A
•Item Name: Click here to enter text. Frequency: N/A
•Item Name: Click here to enter text. Frequency: N/A
Environmental Conditions:
•Inside/Outside: No
•Hot/Cold Temperatures: No
•Wet: No
•Noise: No
•Power Equipment: No
•Traffic Hazards: No
•Chemical Hazards: No
•Heights: No
•Dust: No
•Close Quarters: No
•Fumes/Odors: No
EEO/Drug Free Work Place
Requirements
•Experience in building, scaling and leading call centers.
•Experienced in building and growing an experienced sales leader in the timeshare space.
•Minimum of five years proficiency in various sales techniques in the call center arena.
•Excellent communication skills and strong problem-solving.
•Ability to learn new technologies, tools, and platforms.
•Proficient in basic data analytics.
•Ability to obtain a TSR license.
•Minimum five-year sales management or call center management experience.
Salary Description
Starting at $75,000 Annual, Plus Bonus
Full-time
Description
ABOUT OUR COMPANY
Somerpointe Realty is a leading developer of vacation ownership with twelve resorts in its network including Tahiti Village, its flagship. Headquartered in Las Vegas, NV, the Somerpointe Resorts portfolio encompasses more than 100,000 owners and 2,000 guestrooms in some of the world's most desirable locations including Las Vegas, Hawaii and Orlando.
Our History:
Somerpointe Resorts, a second-generation family business, offers owners and guests an impressive portfolio of premium properties in Las Vegas, Hawaii and Orlando, including its flagship resort, the Tahiti Village Resort. For more than 30 years, our family and associates have remained leaders in the vacation ownership industry, originally developing many of the resorts now in the Somerpointe Resorts portfolio and delivering vacation memories to more than 100,000 owner families around the world. Today, that tradition continues with the next generation of flexible-use products, premium service and enhanced owner benefits.
ROLE
As a Somerpointe Director of Call Center Sales will be responsible for overseeing all Call Center sales and administrative production for all campaigns. This includes Open Marketing programs such as Mini Vacations, Staycations, and Broker programs as well as Owner Based programs such as Owner Revisits and Owner Referrals. It will also include Administrative and Training teams. This role will oversee the Call Center Management, associated team Leads and will work closely with the Digital Marketing Department to optimize the efforts of the Call Center(s). They will also assist in the Research and Development of rolling out new programs.
RESPONSIBILITIES
1. To Lead and advance all associated companies(s) Call Center teams by proposing, advancing, and maintaining high level structure. Oversee & motivate the Call Center teams, and the associated Call Center team's campaign production through individual, campaign, and department goals.
2. To attract, hire, retain, and grow Call Center Management and sales talent. Evolve existing training programs to grow the sales teams' effectiveness. Show material increase in Call Center contact and conversion metrics as defined by Management.
3. To participate in seeking out new programs, campaigns, research and development of existing programs and rollout as approved by management.
•To design and set the parameters for campaigns.
•To track analyze and provide recommendations to understand call center performance analytics/marketing campaigns.
•To track, analyze and provide recommendations to the specific ROI of phone campaigns.
•To establish production goals for call center teams and manage employee performance.
•To establish best practices for industry, guest experience and system data integrity.
•To establish goals for Call Center Trainer and Recruiter.
•To create and communicate sales goals and ensure leadership is informed on the progress of those goals.
•To develop and execute strategic plans to achieve sales targets.
•To advise leadership on how to improve the effectiveness and efficiency of our internal processes so that you can maximize your sales team's productivity.
•To establish strong working relationships with core product, engineering, operations and other supporting functions across the company (including policy, finance, legal, HR and others).
•To provide your perspective on other new sales opportunities we should consider, as well as how we strengthen the overall SPR business.
•To participate in the monthly review and other regular processes where we will review the progress of your sales team redesign initiatives.
•To focused on results that are measurable, steady in progress towards the company's objectives and goals.
•To drives a culture of continuous improvement by establishing and maintaining a high-performance team where new ideas and solutions are encouraged, evaluated, quantified, and implemented.
•To lead change within the department by regularly challenging the current business approach and service delivery to improve quality, efficiency, and customer satisfaction.
•To have the ability to respond well to complex situations, working across the organization and with customers and partners to solve problems.
•To have the ability to move quickly and have the confidence to act decisively when needed.
•To be committed to attracting and retaining the brightest minds from all backgrounds, while cultivating the power of a diverse organization.
•To continually review and propose process improvements that impact all facets of associated call center(s).
•To review and report on call center production and individual agent and team production.
•To assist with escalated calls and provide customer service.
•To work with associated teams to make sure call center campaigns are running in alignment as designed.
•To review call center sales teams calls to ensure scripting and required disclosures and disclaimers are followed.
•To meet all deadlines, as set by management.
•To maintain and enforce a professional environment.
•To maintain a flexible schedule.
•To maintain an in-depth knowledge of the resorts and companies.
•To perform all other job requests as assigned by management.
REVENUE/BUDGETARY/STAFF RESPONSIBILITY
•Responsible for managing the Minivac Production budget for both the Open Marketing and Owners Advantage Departments.
•Directly manages 40-50 employees.
•Responsible for management of a monthly spiff account.
Physical Requirements
Work Posture Requirements:
•Sitting: Constantly
•Standing: Frequently
•Walking: Frequently
•Driving: Occasionally
•Bending (from waist): Occasionally
•Crouching (squat): Rarely
•Kneeling: Rarely
•Crawling: N/A
•Climbing (stairs): Rarely
•Climbing (ladder): N/A
•Twisting: Occasionally
•Reaching: Rarely
•Wrist Motion: Constantly
Carrying Requirements:
•Items Carried: N/A
•Distance: Click here to enter text.
•Times Per Day: Choose an item.
•Maximum Weight: Choose an item.
Moving/Lifting Requirements:
•Items Moved/Lifted: Boxes
•Times Per Day: Occasionally
•Maximum Weight: 25 LBS
Moving/Lifting Levels/Heights:
•Floor: Occasionally
•Knee: N/A
•Waist: N/A
•Chest: N/A
•Overhead: N/A
Push/Pull Requirements:
•Item Name: Click here to enter text. Frequency: N/A
•Item Name: Click here to enter text. Frequency: N/A
•Item Name: Click here to enter text. Frequency: N/A
•Item Name: Click here to enter text. Frequency: N/A
Environmental Conditions:
•Inside/Outside: No
•Hot/Cold Temperatures: No
•Wet: No
•Noise: No
•Power Equipment: No
•Traffic Hazards: No
•Chemical Hazards: No
•Heights: No
•Dust: No
•Close Quarters: No
•Fumes/Odors: No
EEO/Drug Free Work Place
Requirements
•Experience in building, scaling and leading call centers.
•Experienced in building and growing an experienced sales leader in the timeshare space.
•Minimum of five years proficiency in various sales techniques in the call center arena.
•Excellent communication skills and strong problem-solving.
•Ability to learn new technologies, tools, and platforms.
•Proficient in basic data analytics.
•Ability to obtain a TSR license.
•Minimum five-year sales management or call center management experience.
Salary Description
Starting at $75,000 Annual, Plus Bonus