About Westgate Resorts
Westgate Resorts provides a diverse range of vacation experiences. From sandy beaches on the Atlantic Ocean to snow-covered Utah mountains, families can affordably experience the country's most desirable vacation destinations. A world leader in the timeshare and hospitality industry, Westgate has resorts in Florida, Tennessee, South Carolina, Missouri, Utah, Nevada, and Arizona. Westgate meets every vacation expectation, for every family, for every budget. As we continue growing, we will continue offering the best and most-affordable vacation options out there!

Oversees the daily operation of the Sales Agents at the Call Center   

Essential Duties and Responsibilities   

• Oversees all sales agents. Assist with hiring, disciplinary actions, performance evaluations and development.
• Maintains the Sales Agents Schedule (English & Spanish) based on Call Volume
• Schedules breaks/lunches for team according to productivity and call volume.
• Ensures sales production meet or surpass daily, weekly & monthly goals.
• Enforces sales related policies and procedures.
• Assist in developing and maintaining sales training to maximize sales.
• Motivates the sales agents to increase & maintain productivity and closing %. Assists with Monthly Recognitions.
• Responsible for team morale and employee development
• Tracks training issues and holds meetings with team to keep them informed of all marketing promotions
• Completes counseling’s with agents on all issues with witness present, when required.
• Communicates with other Supervisors/Managers on team to ensure consistency on issues and team incentives.
• Responds and Maintains business through e-mail, phone (conf) calls, texts and in person.
• Conducts Spot Checks (listen to live calls) with the agents weekly and has feedback sessions
• Runs Daily Reports on Agent Efficiencies and Calls with Five9 Dialer System, Tableau & SAMS
• Responsible for taking over agent phone calls and providing a second voice to sell the vacation package NOW.
• Ability to analyze and interpret complicated customer concerns and issues and takeover escalated customer concerns. 
• Ability to process large amounts of constantly changing information and communicate these changes in a manor, which will reflect positively.

The following is not limited to additional responsibilities given in an effort to meet Departmental goal. 

Supervisory Responsibilities 

Must supervise or coach the Hotelscorp Sales Agents on handling conversion and closing problems as they arise.  

Qualifications

To perform this job successfully, an individual must be able to perform each of the essential duties satisfactory. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

• Strong supervisory skills
• Good Customer Service and telephone skills
• Advanced computer knowledge
  • Excel, Word, Power Point, etc.
• Ability to make good decisions

Education/Experience 

High school diploma or general education degree (GED) and six (24) months of Westgate experience; or 1-3 years related experience and/or training; or equivalent combination of education.

Why Westgate?

• Comprehensive health benefits – medical, dental and vision
• Paid Time Off (PTO) – vacation, sick, and personal
• Paid Holidays
• 401K with generous company match
• Get access to your pay as you need it with our Daily Pay benefit
• Family benefits including pregnancy, and parental leave and adoption assistance
• Wellness Programs
• Flexible Spending Accounts
• Tuition Assistance
• Military Leave
• Employee Assistance Program (EAP)
• Life, Disability, Accident, Critical Illness & Hospital Insurance
• Pet Insurance
• Exclusive discounts for Team Member (i.e., hotels, cruise, resorts, restaurants, entertainment, etc.) 
• Advancement & development opportunities
• Community Involvement Programs

Westgate Resorts is an Equal Employment Opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, protected veteran status, disability status or any other protected status under federal, state or local law. If you have a disability and believe you need a reasonable accommodation in order to complete your application or any part of the recruiting process, please email [email protected] with the job title and the location of the position for which you are applying.