Director Call Center- Inbound Call Transfer Choice There's nothing more rewarding than creating lifelong memories, for yourself, and for others. And that's what you'll do with us. Through our inclusive culture of belonging, we value and celebrate the uniqueness of every individual who makes us who we are and is part of our amazing global community of more than 22,000 Team Members. They are the talented and brilliant people who deliver memorable experiences for our Members and Guests every single day through their commitment and passion for who we are and what we do. As an award winning workplace, we pride ourselves on the positive impact we make in our industry and in the communities where we live and work. And we are dedicated to recognizing, rewarding and supporting every achievement, however big or small. It's all part of making incredible memories, together. Find your path in a career that really matters, where you'll truly belong. Join our growing, innovation-drive team today. Responsibilities Director of Call Transfer Leadership and Development of Direct Reports (Day and Night managers, administrative) as well as leadership for team of supervisors Managing the operation to exceed package sales targets Maximizing package sales opportunity from delivered call volume Operational management of relationships with Vendors (such as GMC and Teleperformance) Managing a strong relationship with the Choice operations team to maximize call quality and quantity Participating in package design and development including financial aspects Technical expertise and collaboration with IT and telecom partners CX One phone system, Choice tools, connectivity, all technical aspects of the operation Financial management including maximizing revenues (APP), minimizing operating expenses (CPP) Ensuring compensation plans drive production, are transparent and incent team member behavior at competitive rates Building and maintaining a positive, productive, and fun work environment Ensuring adherence to quality control, compliance, financial security, and data protection Ensuring appropriate staffing for call volume and maximizing team member retention Ability to understand and report operating metrics, financials, operating plans Understanding and willingness to be responsible for an operation that functions seven days a week, 8am to midnight currently Collaborating with marketing teams to maximize usage/tour generation, ensure staffing, maximize operating performance Embodies the Hilton Grand Vacations Values of Hospitality, Integrity, Leadership, Teamwork, Ownership, Now Completes all required Company training/compliance courses as assigned. Adheres to Company standards and maintains compliance with all policies and procedures. Performs other related duties as assigned. Hilton Grand Vacations is a leader in the vacation ownership industry, operating with an unwavering commitment to innovation, quality, and continued growth. At the core of our company's success are our Team Members. To fulfill this role successfully, you must possess the following minimum qualifications and experience: Proven team or related industry sales track record Leadership experience with call center management Call center operations experience preferred Proficient computer skills, intermediate experience with MS Office Suite, Excel preferred Excellent oral and written communication skills, detail-oriented, results-oriented with strong analytical, time management, multitasking and problem-solving skills Flexibility and adaptability to changing work volumes and staffing Ability to work under pressing deadlines and in a fast-paced environment Extraordinary People, Exceptional Benefits on Day One. Benefits start on your first day of work with no waiting period! Hilton Grand Vacations is committed to putting people first. That's why our benefits plan starts when you do. But that's just the beginning of the exceptional opportunities we offer to extraordinary people who join our U.S team. Eligibility: All U.S. regular full-time and part-time Team Members are eligible for a wide range of benefits. Team Members represented by a labor organization or subject to a collective bargaining agreement may have benefits that differ from other non-represented employees. We are an equal opportunity employer and value diversity at our company. We do not discriminate on the basis or race, religion, color, national origin, gender, sexual orientation, age, marital status, veteran status or disability status. We will ensure that individuals with disabilities are provided reasonable accommodation to participate in the job application or interview process, to perform essential job functions, and to receive other benefits and privileges of employment. Please contact us to request accommodation. Share this job Apply Now