PROVIDE DIRECTION AND SUPPORT TO PLATINUM AGENTS TO ENSURE THE HIGHEST LEVEL OF SERVICE IS PROVIDED AT ALL TIMES; ASSISTING WITH CUSTOMER SERVICE REQUESTS AS NEEDED. THE TEAM LEAD WILL SUPPORT THE DEVELOPMENT OF TEAM MEMBERS THROUGH MONITORING, COUNSELING AND PERFORMANCE EVALUATIONS. WILL OVERSEE 8-10 AGENTS PER SHIFT, INSURING COMPLIANCE TO COMPANY AND DEPARTMENTAL STANDARDS; RESPOND AND RESOLVE ANY ESCALATED MEMBER ISSUES IN A TIMELY MANNER; SUBMIT WRITTEN ASSESSMENTS ON INDIVIDUAL AGENT PERFORMANCE AND OUTLINE ANY TRAINING OPPORTUNITIES TO MANAGEMENT REGULARLY.
1-2 YEARS INBOUND CALL CENTER EXPERIENCE PREFERRED; 1-2 YEARS TEAM LEAD OR SUPERVISORY EXPERIENCE REQUIRED WITH DIRECT REPORTS OF 3+; STRONG TYPING, NEGOTIATION AND PROBLEM SOLVING SKILLS REQUIRED; TIMESHARE AND FINANCIAL SERVICING KNOWLEDGE PREFERRED; MUST BE ABLE TO WORK A FLEXIBLE SCHEDULE - INCLUDING WEEKENDS, HOLIDAYS AND OVERTIME WHEN NECESSARY.
About Diamond Resorts International:
Diamond Resorts International with global headquarters in Las Vegas, Nevada, is one of the largest hospitality companies in the world with a network of more than 260 vacation destinations located in 28 countries throughout the continental United States, Hawaii, Canada, Mexico, the Caribbean, South America, Central America, Europe, Asia, Australia and Africa. Offering simplicity, choice and comfort to more than 490,000 owner-families through our branded hospitality service, Diamond Resorts International.