Job Description

This position will be responsible for the day-to-day operations of the Control Room and its employees, monitoring the allocation of tour waves, and providing support to sales and marketing teams through the distribution of daily reports. This position is also responsible for the training of all Control Room employees and ensuring they have the skills necessary to communicate with and manage the tour waves for our Marketing and Sales Teams.

ESSENTIAL DUTIES AND TASKS:

• Supervises and oversees all of the Control Room Clerks’ daily activities and responsibilities. Implements and supervises data verification processes including managing allocations, tour data validation, budget comparisons, data analysis and determining allocation availability. Evaluates and coaches Control Room Clerks for continuous improvement and delivers annual performance reviews. Trains new hires.
• Monitors and allocates the tour allotments for all Region 2 sales centers by team and by wave time based upon budget expectations and sales consultant headcount availability. Decides which campaigns will be allowed to fill remaining available waves. Must allow sharing of tour allotments when necessary with the appropriate campaigns and/or departments. Informs the Marketing management team of changes with tour wave availability in a timely manner. Monitors waves allocations by resort, team and wave.
• Communicates regularly with Sales and Marketing Directors and their teams. Assists the sales and marketing departments with ensuring that all questions are answered in a professional, informative, diplomatic and appropriate manner. Manages tour waves through experience with OPC, In House, and other departments’ tour qualifications and trends. Creates the allocation of In-House tour waves timely so that the In-House Marketing department can book tours within 3-7 days out.
• Reviews, analyzes and addresses various daily Error Reports. Responsible for creating, monitoring and analyzing a variety of data reports and dashboards used to support the daily functions of the Control Room and its activities; advanced knowledge of Excel is essential to the maintenance of these reports and dashboards many of which include pivot tables, advanced formulas and SQL queries. Must have the ability to research, analyze and troubleshoot data.
• Supports management teams by distributing daily reports and information regarding tours, waves, allotments, etc. Communicates with management to resolve issues in a timely manner. Problem solves Maintains professionalism with marketing and sales management, coworkers and guests. Works with the Management to ensure that company policies and procedures are adhered to.
• Distributes Sick/Late reports; tracks and updates attendance schedules into TSW; enters approved attendance exceptions when necessary.
• Communicates and partners with Call Center, Owner Based Marketing and In-House Teleservices teams regarding tour allotments and resolving issues.
• Works with and assists the Accounting department with all issues concerned with time keeping and tour issues. Works with the marketing departments assisting with Payroll and PTO processing.

This job description in no way states or implies that these are the only duties to be performed by the employee in this position. It is not intended to give all details or a step-by-step account of the way each procedure or task is performed. The incumbent is expected to perform other duties necessary for the effective operation of the department.

EDUCATION and/or EXPERIENCE:

• High School diploma or GED required.
• Minimum of three years’ Timeshare sales experience.

QUALIFICATIONS

• Advanced knowledge of Microsoft Excel (pivot tables, advanced formulas, etc.).
• Minimum of three years’ timeshare sales experience.
• Must be process oriented with attention to detail and the function of detail.
• Must be able to take initiative with an ever-changing environment.
• Self-directed and independent with projects but works as a team player.
• Excellent customer service and interpersonal skills.
• Strong oral and written communication skills.
• Strong work ethic and high energy level.
• Strong organizational and planning skills

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