Job Description

For a Contract Services Supervisor, the responsibilities should focus on leadership, team oversight, operational excellence, quality control, and employee development rather than individual transaction processing alone.

Contract Services Supervisor Responsibilities

• Oversees the daily operations of the Contract Services department, ensuring adequate staffing, workflow coverage, and service levels throughout operating hours.
• Supervises, coaches, develops, and evaluates Contract Services Coordinators and Lead Coordinators to ensure adherence to company policies, procedures, and performance standards.
• Monitors contract processing activities to ensure vacation ownership agreements and related documents are prepared, generated, and processed accurately, timely, and in compliance with company guidelines.
• Ensures team readiness to support internal customers through in-person interactions and phone support channels according to published schedules and operational needs.
• Reviews departmental performance metrics, productivity reports, and quality assurance results to identify trends and implement process improvements.
• Provides guidance and support for complex contract transactions, escalated issues, and exception requests requiring advanced knowledge and decision-making.
• Oversees verification processes to ensure information entered into company systems complies with established policies, procedures, and regulatory requirements.
• Ensures contract files are established, maintained, organized, scanned, and transmitted according to documented standard operating procedures.
• Monitors suspense aging reports and oversees timely follow-up, resolution, and processing of outstanding contract items.
• Partners closely with Sales, Quality Assurance, Corporate Operations, and other business partners to ensure contract packages are completed accurately and promptly.
• Maintains ownership of departmental policies and procedures, collaborating with cross-functional partners to align processes and implement operational enhancements.
• Leads onboarding, training, coaching, and ongoing development initiatives for new and existing team members.
• Conducts performance discussions, identifies development opportunities, and creates action plans to improve employee effectiveness and engagement.
• Ensures all team members complete required training, compliance courses, and certifications within established deadlines.
• Maintains advanced knowledge of all Contract Services products, programs, contract types, policies, and procedures, including Deeded, Trust, and VIP products.
• Manages escalated customer service issues, exercising sound judgment, professionalism, and integrity while resolving concerns.
• Demonstrates leadership during periods of increased workload, tight deadlines, organizational change, and other operational challenges.
• Participates in departmental projects, system enhancements, and continuous improvement initiatives designed to improve efficiency, quality, and customer satisfaction.
• Analyzes operational data and prepares reports for management regarding department performance, compliance, productivity, and quality metrics.
• Fosters a positive, collaborative, and professional work environment while promoting accountability and employee engagement.
• Carries out all other duties and responsibilities as assigned by management.
• Advanced computer skills with the ability to analyze data, prepare reports, and effectively utilize business systems and software applications.
• 2-5 years of related experience, including leadership, supervisory, or team lead experience preferred.
• Strong proficiency in Microsoft Office Suite, including Outlook, Word, Excel, and PowerPoint.
• Ability to work a flexible schedule, including weekends and holidays, based on business needs.
• Proven ability to lead, motivate, coach, and develop a team in a fast-paced environment.
• Exceptional organizational, time management, and multitasking skills with strong attention to detail.
• Demonstrated ability to prioritize workload, delegate responsibilities, and effectively manage competing priorities.
• High level of professionalism, integrity, and sound judgment with the ability to handle sensitive and challenging situations.
• Strong customer service, interpersonal, and conflict resolution skills.
• Excellent verbal and written communication skills, with the ability to communicate effectively with team members, leadership, and guests.
• Ability to drive performance, ensure accountability, and support the achievement of departmental and company goals.
• Proficiency in speaking, reading, and writing English.