Director of Call Center Sales - Somerpointe Realty

ABOUT OUR COMPANYSomerpointe 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.ROLEAs a Somerpointe Director of Call Center Sales, you 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. This role will oversee the Call Center Management and associated team Leads and will work closely with the Digital Marketing Department to optimize the efforts of the Call Center(s). You will also assist in the Research and Development of rolling out new programs.RESPONSIBILITIESLead and advance all associated company 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.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.Participate in seeking out new programs, campaigns, research, and development of existing programs and rollout as approved by management.Design and set the parameters for campaigns.Track, analyze, and provide recommendations to understand call center performance analytics/marketing campaigns.Track, analyze, and provide recommendations to the specific ROI of phone campaigns.Establish production goals for call center teams and manage employee performance.Establish best practices for industry, guest experience, and system data integrity.Establish goals for Call Center Trainer and Recruiter.Create and communicate sales goals and ensure leadership is informed on the progress of those goals.Develop and execute strategic plans to achieve sales targets.Advise leadership on how to improve the effectiveness and efficiency of our internal processes to maximize your sales team's productivity.Establish strong working relationships with core product, engineering, operations, and other supporting functions across the company (including policy, finance, legal, HR, and others).Provide your perspective on other new sales opportunities to consider, as well as how to strengthen the overall SPR business.Participate in the monthly review and other regular processes to review the progress of your sales team redesign initiatives.Focus on results that are measurable, steady in progress towards the company’s objectives and goals.Drive a culture of continuous improvement by establishing and maintaining a high-performance team where new ideas and solutions are encouraged, evaluated, quantified, and implemented.Lead change within the department by regularly challenging the current business approach and service delivery to improve quality, efficiency, and customer satisfaction.Respond well to complex situations, working across the organization and with customers and partners to solve problems.Move quickly and have the confidence to act decisively when needed.Commit to attracting and retaining the brightest minds from all backgrounds while cultivating the power of a diverse organization.Continually review and propose process improvements that impact all facets of associated call center(s).Review and report on call center production and individual agent and team production.Assist with escalated calls and provide customer service.Work with associated teams to ensure call center campaigns are running in alignment as designed.Review call center sales teams' calls to ensure scripting and required disclosures and disclaimers are followed.Meet all deadlines as set by management.Maintain and enforce a professional environment.Maintain a flexible schedule.Maintain an in-depth knowledge of the resorts and companies.Perform all other job requests as assigned by management.REVENUE/BUDGETARY/STAFF RESPONSIBILITYResponsible 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.Minimum RequirementsExperience in building, scaling, and leading call centers.Experience 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 abilities.Ability to learn new technologies, tools, and platforms.Proficient in basic data analytics.Ability to obtain a TSR license.Minimum five years sales management or call center management experience.

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