Control Desk Analyst

  • Full-time
  • Property: 43215-WG Ocoee Call Ctr

Company Description

Starting Pay $18 / Hour

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!

Job Description

Work closely with Call Center Managers to meet aggressive performance targets by monitoring real-time call center performance statistics and making real-time decisions to maximize performance of inbound and outbound programs within the call center. This position will also evaluate, resolve, and report technical issues which effect sales agent on the sales floor and remote.

Duties

  • Assist Sales agents with any and all technical issues on the sales floor and remotely.
  • Monitor all call activity to ensure proper coverage and relay information, as needed, to coaches regarding park time, calls in queue etc.
  • Transmit messages for team member call-ins.
  • Monitor inbound call flow, reporting irregularities to management.
  • Make changes on agent split/skills and services as needed.
  • Notify Managers and Directors of any significant technical issues.
  • Relay information to coaches as needed by Managers and or Directors.
  • Load all Outbound dialing files daily.
  • Monitor Outbound Dialing to ensure compliance.
  • Nightly remove all files that were loaded that day to make way for the next day files.
  • Take care of all Outbound Strategies.
  • Create new files to be worked for the Outbound teams.
  • Compliance with all Westgate procedures and policies.
  • Other duties as assigned.

Qualifications

To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

  • Ability to interpret Enterprise Monitor.
  • Ability to interpret Data Views reports.
  • Ability to make decisions quickly based on call activity.

Proficient computer skills using Microsoft Office software (excel, access, word, PowerPoint)

Education and/or Experience
High school diploma or general education degree (GED); or one to three months related experience and/or training; or equivalent combination of education and experience.

Language Skills

Ability to read and interpret documents such as safety rules, operating and maintenance instructions, and procedure manuals. Ability to write routine correspondence. Ability to effectively present information and respond to questions from managers and directors. Ability to read, analyze and interpret data from Enterprise Monitor.

Additional Information

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.