Platinum Concierge Supervisor
Company: Diamond Resorts
Location: Las Vegas
Posted on: January 12, 2021
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Job Description:
JOB SUMMARYThe Platinum Concierge Supervisor applies principles
of quality customer service and contact management to maximize
platinum members, owners, sales, and resort team member
satisfaction. ESSENTIAL JOB FUNCTIONS* Provides for the development
of team members through training, monitoring, counseling, and
performance evaluations. * Provides direction and support to
Platinum agents to ensure the highest level of service is provided
at all times.* Monitors and provides feedback to agents regarding
performance on all calls. * Provides feedback and coaching to
agents regarding overall performance, behavior, and attendance.*
Researches, resolves, and ensures proper support documentation as
required on all member contacts, and process any necessary
follow-up to facilitate requests.* Responsible for ensuring the
accuracy of all team member time cards, commissions, and bonuses.*
Builds and maintains business relationships with other
departments.* Makes reasonable decisions to satisfy the customer
needs and provide service recovery.* Makes reasonable decisions to
direct and coach team members.* Responsible for meeting department
goals in regarding to service levels, quality assurance, and other
KPIs.* Participates in recruiting and/or interview process. *
Responsible for the ongoing development of team members and
advising management of corrective action needed. * Completes all
required company trainings and compliance courses as assigned.*
Adheres to company standards and maintains compliance with all
policies and procedures. * Performs other related duties as
assigned. EDUCATION* Associate's degree or equivalent experience in
related field. EXPERIENCE* A minimum of two (2) years of experience
in the customer service/call center field required.* A minimum of
two (2) years of supervisory experience in the customer
service/call center field required.SUPERVISORY
RESPONSIBILITIESProvides immediate supervision to direct reports.
Oversee and controls the work performance of others in a close
working relationship, often in the same room or close proximity. A
portion of the time may be spent performing individual tasks
similar to those performed by direct reports. May participate in
the interview, selection and training processes as assigned. May be
responsible for assigning work to direct reports, reviewing results
in accordance to policies and procedures, and providing
recommendations to management.Specific supervisory duties include,
but are not limited to the following:* Determines and creates
policies, procedures and manuals for direct reports.* Establishes
objectives and goals for the team; plans, organizes and manages
work flow.* Assigns, monitors, and reviews work; evaluates direct
report's performance. * Recruit, interview, train, discipline, and
terminate direct reports. * Orientate and train direct reports.*
Approves time records and time off requests; submits payroll for
direct reports.* Investigates and resolves concerns and
complaints.* Provide assistance and support; maintains a positive
and professional working environment. LICENSE & CERTIFICATIONS*
This position does not require licenses or certifications.SKILLS &
ABILITIESThis position requires the capability to understand and
follow both oral and written directions as well as knowledge and
usage of correct business English and office practices. Must be
able to communicate effectively with others, analyze and resolve
problems, maintain effective working relationships, and interact
successfully with internal and external customers.Specific skills
and abilities include, but are not limited to the following:*
Ability to supervise a minimum of six team members.* Ability to
facilitate training or coaching sessions with team members.*
Computer proficiency to navigate through multiple applications on
multiple computer screens.* Ability to analyze team members calls
Key Performance Indicator (KPI) statistics.* Computer proficiency
in Microsoft Word, Excel and Outlook.* Understand how to develop
and implement business strategies.* Ability to interpret and create
policies, procedures and manuals.* Excellent customer service
skills.* Proficient in time management; the ability to organize and
manage multiple priorities.* Ability to take initiative and
effectively adapt to changes.* Recognizes an emergency situation
and takes appropriate action.* Able to establish and maintain a
cooperative working relation.* Ability to interpret and create
spreadsheets.* Able to use sound judgment; work independently, with
minimal supervision. * Strong analytical and problem solving
skills.* Able to perform a variety of duties, often changing from
one task to another of a different nature, with impending deadlines
and/or established timeframes.* Competent in public speaking.*
Performs well with frequent interruptions and/or distractions with
attention to details.* Basic math skills.
Keywords: Diamond Resorts, Las Vegas , Platinum Concierge Supervisor, Other , Las Vegas, Nevada
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