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!

Designs instructional materials, develops, and administers, training programs in connection with call center goals. Recruits, hires, and trains new candidates. Responsible for assisting team members during their nesting period with questions and acclamation to the system.

• Conducts new hire training for both Sales and Customer Service departments
• Follows through with on-going training for call center personnel. 
• Designs and develops training materials and curriculum. 
• Coordinates with Quality Assurance and other internal departments to identify training needs
• Assesses team member training needs and provides feedback to management.
• Conducts interviews with new candidates for open positions
• Maintains class training records.
• Takes over sales calls and attempts to close the sale during team members nesting period
• Re-pitches package and attempts to save requests to cancel
• Assists and takes over any supervisor calls during team members nesting period 
• Motivates and coaches team to increase productivity on Revenue, QA Scores, Outbound Totals and Phone Statistics.
• Tracks training issues and holds meetings with team to discuss handling of the issues.
• Communicates with other Supervisors/Managers on team to ensure consistency on issues
• Conducts feedback session with agents on all monitoring.
• Conducts reviews with agents assisted by Department Manager

Supervisory Responsibilities

Must supervise or coach the HotelsCorp agents on handling problems as they arise. Completes tracking and documents agents. Are responsible to motivate, counsel agents and provide accurate reports to the Department Manager.

• Strong training skills
• Good Customer Service and telephone skills
• Advanced computer knowledge - Microsoft Excel, Word, Power Point, etc.
• Ability to make good decisions
• Experience developing and designing training materials and curriculum

Education and/or Experience

High school diploma or general education degree (GED) and six (6) months of Westgate experience; or one to three months 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 prides ourselves on the safety and health of our team members against Covid-19 and follows all applicable laws and guidelines

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.