Job Summary:

Through the mission and values of HGV, the Loyalty Experience Supervisor is responsible for supervising a team of Specialists, while assisting Management overseeing day-to-day operation, planning, tracking, reporting and successful completion of the team objectives. Driving company success through performing tasks to the highest standards providing excellent owner/member customer service in an omni-channel, contact center environment.

Essential Job Functions:

• Responsible for the implementation of department standards and mission with primary emphasis on providing spectacular customer service to Owners, Club Members and affiliates with focus on assisting Club Members with optimizing the use of their ownership!
• Supervise team of global Specialists. Assess/evaluate quality of work and provide regular feedback and coaching to improve performance to meet all Contact Center key metrics goals to include adherence, productivity, efficiency, quality assurance, post-call survey, reservation conversion and attendance.
• Provides assistance to Specialists in order to drive revenue generating initiatives.
• Be knowledgeable about top tier benefits and provide assistance to Specialists in providing personalized Member experiences and relationships
• Maintain relationships with resort operations leaders to ensure top tier loyalty members have a positive resort experience
• Coach, develop, and share best practices to enhance the hosting/personal concierge relationship
• Devise ways to optimize procedures and to keep team members motivated.
• Empower and encourage through positive communication and feedback. 
• Develop contests and programs to drive specific results.
• Prepare monthly/annual results and performance reports.
• Participate with QM Manager in call calibration meetings. Conduct QM live interaction monitoring and evaluations.
• Assist with hiring and onboarding new team members.
• Conduct 90 day and annual performance reviews as well as disciplinary coaching and consultation with HR.
• Assist with payroll approvals, scheduling, and workforce management functions.
• Oversee attendance and FMLA records.
• Take over escalated calls from team members when needed.
• Collaborate with managers, training and quality assurance partners to determine training needs that foster team members skill set development and growth.
• Serves as a key subject matter expert on all aspects of contact center operations and loyalty tier benefits and maintains ongoing knowledge of all company resorts, products, services, policies, procedures, and processes.
• 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.
• Perform any reasonable request by management that supports the department’s mission and goals.

Knowledge, Skills, and Abilities:

To fulfill this role successfully, the individual should possess the following qualifications, knowledge, skills, abilities, and experience:

• 3+ years of travel, hospitality, or customer service experience.
• 2+ years of experience leading a team of 10+ Team Members in a contact center/work from home environment or within the timeshare/hospitality industry, or an equivalent combination of education and industry experience.
• Excellent verbal and written communication skills.
• Self-motivated, multi-task oriented and a problem solver.
• Ability to work in a high contact volume operation.
• Must be able to manage conflict
• High School Diploma/GED
• Flexible work schedule with shift rotation to include MOD on Saturday, Sunday and major holidays.
• Very occasional business travel required.

In addition, the following qualifications, knowledge, skills, abilities, and experience are preferred:

• Associates or Bachelor’s Degree.
• Working knowledge and understanding of call center operations, terminology, and common practices.
• Understanding of RingCentra-CXOne or similar Workforce Management systems