Job Description

The overall goal of the Assistant Manager CEC Associate Support position is to provide support to core services associates in an increasingly changing environment to help ensure they achieve key performance metrics and enhance job effectiveness. This occurs through effective coaching and performance development during all phases of learning (new hire, nesting, and onboarding activities, in production, and career progression), as well as post training for new knowledge groups. Coaches associates and serves as a Subject Matter Expert on systems navigation, processes, resources, and best customer service practices and acts as dedicated support for Core Services Managers. Monitors associate performance, provide feedback, and conducts training refreshers when necessary. Stays up to date on processes, policies, and systems through various activities, such as call taking.

Coaching sessions are central to the Assistant Manager CEC Associate Support’s responsibilities. Preparing for, delivering, documenting, and following up on coaching sessions is the primary way the Assistant Manager supports associates to achieve individual and team performance goals. In partnership with the Core Services Manager, the Assistant Manager will determine and prioritize which associates need the most help. The coaching support will include guiding new hires through the onboarding and nesting process, providing focused coaching post training to reinforce newly acquired skills, and supporting associates struggling with meeting a performance metric at any point in their career journey. In addition, the Assistant Manager will support each individual and the team overall through the awareness, knowledge, ability, and reinforcement they need to navigate ongoing changes as each change occurs.

The Customer Engagement Center normally functions on a seven day per week basis. Assistant Managers may be required to work different shifts and schedules to accommodate the changing demands of business, including Saturdays, Sundays, and Holidays.

CANDIDATE PROFILE

Education and Experience

Required:

• High School Diploma, GED, secondary education certificate or local equivalent.
• Minimum twelve months hands-on experience in a fast-paced customer service or sales environment.

Preferred Qualifications and Skills:

• Recent experience in a customer-facing role within a call center environment.
• Current knowledge of the basics used in our reservation sales and customer service teams including the systems, policies, processes, callflows, knowledge groups, and available support mechanisms.
• Ability and confidence to take customer contacts at a moment’s notice.
• Experience leading, coaching, or developing the performance of others.

CORE WORK ACTIVITIES

Coaching & Support

• Provides supplemental coaching to associates to support Core Services Managers with achieving overall team performance.
• Utilizes tools and resources (i.e., coaching tool, performance dashboards, compliance scores, quality evaluations, call recordings, etc.) todetermine opportunities for coaching associates.
• Partners with Core Services Managers to identify associates with the most need for help.
• Prepares and facilitates one on one coaching meetings or small group learning circles to enhance knowledge and competencies of theassociates.
• Documents discussion outcomes and next steps from coaching sessions to share with managers.
• Listens to calls, review emails, chats, or other guest interaction related materials to provide feedback to associates.
• Supports associates with building coaching plans and actions for focused performance tracking.

Reinforces new aspects of the associate role including empowerment levels, ancillary service opportunities, and opportunities to enhanceloyalty, conversion or revenue.

• Actively looks for opportunities to recognize successful performance or improvements.
• Reviews support resources with associates including Knowledge Management, articles and policies, tips and tricks, etc. to supportassociate learning and development.
• Provides new hire & onboarding support; verify that associates are trained on company core values, job roles, responsibilities, andtechnical and service aspects of the job.
• Assists associates in handling guest complaints and resolving issues.

Leadership Activities

• Acts as the Manager on Duty during assigned shift.
• Monitors Call Center metrics, prepare reports related to call volume, talk time, calls in queue and response time and standardizeprocedures to ensure efficiency.
• Maintains own skillset as a Subject Matter Expert; Takes guest calls routinely each month to keep skills fresh and stays up to date onprocesses and policies, remains proficient in all current systems, demonstrates strong knowledge of policies and procedures.
• Participates in training related activities for unified support for associates with other teams.
• Complies with new training requirements by completing required training for compliance and to be able to coach others on the same topics.
• Focuses on center and team related engagement activities including personal development of teams they support.
• Supports career progression opportunities for associates through discussions on various career paths and related performance.
• Leads by example modeling expected behaviors for our associates.
• Utilizes tools effectively to manage coaching in both onsite and virtual environments including Teams, messaging, web cameras, etc.
• Ability to function in a fast-paced environment, handling multiple priorities simultaneously.
• Ability to deal with situations of a dynamic nature, such as modifying plans/actions/decisions under constantly changing circumstances.
• Provides for the safety and security of the associates or the property.
• Demonstrates leadership that promotes collaboration, teamwork, and values diverse perspectives and backgrounds

Additional Responsibilities

• Provides information to supervisors, co-workers, and subordinates by telephone, in written form, e-mail, or in person.
• Analyzes information and evaluating results to choose the best solution and solve problems.
• Attends and participates in all pertinent meetings.
• Performs other job-related duties as assigned.

At Marriott International, we are dedicated to being an equal opportunity employer, welcoming all and providing access to opportunity. We actively foster an environment where the unique backgrounds of our associates are valued and celebrated. Our greatest strength lies in the rich blend of culture, talent, and experiences of our associates.  We are committed to non-discrimination on any protected basis, including disability, veteran status, or other basis protected by applicable law.