Assistant Manager, Operations CHN

JOB SUMMARY

Assists the Regional Call Centre Leader with managing day-to-day activities and aids in the development of the overall competence and performance of the telemarketing, Operation and Activations workforce. Assists the Regional Call Centre Leader in various activities including recruiting, selecting, training, motivating, rewarding, coaching, managing conflict, and managing the performance of operations and activations. Helps analyze data and reports to monitor tour flow and team/unit production performance. Under supervision of and at the direction of the Regional Call Centre Leader, develops, recommends, and implements solutions to increase the number of tours and optimize operation process. Builds and maintains relationships with the other site management team. As needed by the Regional Call Centre Leader, communicates marketing strategies and solutions to the other site. Assists the Regional Call Centre Leader with other duties as directed.

JOB SPECIFIC TASKS

Developing and Executing Marketing Strategy
Helps develop and implement strategic plans to include budget considerations, site goals, and forecasts for appropriate activities.

Developing Programs for Generating Traffic Flow/Business
Coordinates with call center operations and other programs on new initiatives.
Helps develop strategies and incentive programs to meet or exceed budgeted numbers.
Identifies trends when production is not meeting the budget expectations and implement solutions.

Maintaining, Analyzing, and Communicating Key Reports
As directed by Regional Call Centre Leader, uses reports on individual and team production performance (e.g., Confirmations-Experiences per guest, volume-per-guest [VPG], activations, employee satisfaction, etc.).

Managing Relationships External to Marketing
Builds and maintains relationships between sales management and the marketing department to ensure there is a clear understanding of eligibility requirements or details of participation for generating tours.
Shares marketing information and strategy as required
Builds partnerships with resort operations, marketing, and sales departments, etc., where applicable.

Managing and Developing the Sales & Marketing Workforce
As directed, prepares for and conducts team meetings.
Helps the Regional Call Centre Leader measure the performance of Telemarketer / team leaders against goals and hold them accountable - Importance to My Job
Provides one-on-one coaching and mentoring to team associates.
Rewards and recognizes associate performance (e.g., way-to-go letters, personal bests, top three per channel, top VPG, attendance, special contribution, top three total packages).
Motivates associates to increase production and performance (e.g., through contests, Special Performance Incentive Funds [SPIFs], motivational e-letters).
Observes and identifies associate areas of strength and development opportunities (e.g., through ride-along, shadowing, monitoring).
Provides on-call support to associates when not on site.
As directed by the Regional Call Centre Leader, seeks and reviews sales and marketing best practices/publications and uses this information to train/coach associates to increase production.
As directed by the Regional Call Centre Leader, provides information used in formal performance reviews and uses this information to create individual development plans, career paths, and promotion development plans.
Identifies and responds to the needs/questions/issues (both work and non-work related) brought forth by team associates.
Mediates team conflict.
Monitors standard practices and develops amendments to standard practices as directed by the Regional Call Centre Leader.
As directed by the Regional Call Centre Leader, delivers, and coordinates various training programs.
Helps develop and review policies and procedures pertaining to workflow, lead distribution, reward, recognition, and discipline.
Creates an awareness and understanding of policies and procedures for conducting business (e.g., Flight Plans, Local Standard Operating Procedures).
As needed, participates in selection processes (e.g., interviewing).
Create and manage all business-related process. Review and optimize the process timely to increase all business efficiency.

Contributing to the Management of the Enterprise
Understands and abides by state and federal regulations around marketing activity (e.g., state marketing matrix, national Do Not Call registry [DNC]).
Updates plans and actions to prepare for management meetings.
Orders, stock, track, and replenish all marketing collateral and supplies.
Performs other duties as assigned.

CANDIDATE PROFILE

Preferred Education and Experience
Bachelor degree, 2 years of equivalent work experience; minimum 2 years’ experience in a similar position

Required Qualifications
Proficiency in reading and writing English (additional language required for certain positions)

Willing To:
Work in contact with the public using strong communication and customer service skills
Demonstrate openness to adapt to different cultural contexts based on location
Must be willing to be flexible across shifts as required by business needs

COMPETENCIES - Fundamental competencies required for accomplishing basic work activities

Leadership
Adaptability - Maintaining performance level under pressure or when experiencing changes or challenges in the workplace.
Communication - Conveying information and ideas to others in a convincing and engaging manner through a variety of methods.
Professional Demeanor - Exhibiting behavioral styles that convey confidence and command respect from others, making a good first impression and representing the organization in alignment with its values.
Problem Solving and Decision Making - Identifying and understanding issues, problems, and opportunities; obtaining and comparing information from different sources to draw conclusions, develop and evaluate alternatives and solutions, solve problems, and choose a course of action.

Building and Contributing to Teams
Driving for Results - Planning and supporting the development of individuals skills and abilities so that they can fulfil current or future job/role responsibilities more effectively.
Planning and Organizing - Gathering information and resources required to set a plan of action for self and/or others; prioritizing and arranging work requirements to accomplish goals and ensure work is completed.

Building Relationships
Coworker Relationships - Interacting with others in a way that builds openness, trust, and confidence in the pursuit of organizational goals and lasting relationships.
Customer Relationships - Developing and sustaining relationships based on an understanding of customer needs and actions.
Fostering Inclusion - Supporting associates with diverse styles, abilities, motivations, and/or cultural perspectives; leveraging personal differences to achieve objectives; and promoting a work environment where all associates are given the opportunity to contribute to their full potential.

Generating Organizational Talent and Capability
Organizational Capability - Understanding and leveraging associate talent and capabilities to meet work needs; supporting the attraction, selection, and/or retention of associates to achieve department and business objectives. Diagnoses capability needs; recruits and evaluates potential employees; emphasizes retention; champions talent management.
Talent Management - Providing guidance and feedback to help individuals develop and strengthen skills and abilities needed to accomplish work objectives.

Learning and Applying Personal Expertise
Applied Learning - Seeking out and making the most of learning opportunities to improve performance of self and/or others. Actively seeks and participates in learning activities; gains knowledge, understanding, and skill; applies knowledge or skill; welcomes performance feedback.
Business Acumen - Understanding and utilizing business information (e.g., Associate, Guest/Customer Satisfaction, Financial Performance) to manage everyday operations and generate innovative solutions to approach business and administrative challenges.
Basic Competencies
Job Specific Computer Skills - Using computer hardware and software specific to job (e.g., MARSHA, PMS, SFA, NGS, Delphi, Point of Sale, HR technology).
Reading Comprehension - Understanding written sentences and paragraphs in work related documents.
Writing - Communicating effectively in writing as appropriate for the needs of the audience.
Functional Job Family Competencies
Sales Coaching - Providing timely coaching, guidance, and feedback to help others excel on the job and meet key accountabilities.
Sales and Marketing - Knowledge of sales and marketing concepts including principles and methods for showing, promoting, and selling products or services as well as marketing strategies and tactics.
Sales and Marketing and Operations - Ability to understand the business needs and basic concepts of Sales and Marketing and Resort Operations to build a positive and collaborative working relationship.