Call Centre Manager

The Call Center Manager oversees all the various call center campaigns that deliver tours to Phuket, Samui, Bangkok, Chiangmai or Bali in accordance with budgeted targets established for each of AVC's Preview Centers.

All members of the Phuket Call Center will represent Anantara in a courteous, enthusiastic and diligent manner. All guests that are invited on a holiday package preview will be required to attend a 90-120 minute sales presentation on the benefits of shared ownership with Anantara Vacation Club. It will be the Call Centre Managers' responsibility to ensure that each Telesales Executive's clearly understands the offer and is qualified to call on AVC's behalf
• Qualifications
• :
• Key Responsibilities and tasks
• In conjunction with the Senior Marketing Manager and Call Center Supervisor, and Administrator team develop a schedule to provide optimal performance in order to achieve budgeted numbers in relation to tours.
• Manage staff and package sales while maintaining cost and efficiencies as per the marketing budget.
• Measure and report all key metrics expected from a call center: Bookings per Hour, Contact Rates, Packages Sold for respective destinations and for respective campaigns, costs, etc.
• Review performance of individuals and their relative package sales and identifies areas of improvement through coaching and training.
• Ensure outbound dials at a rate of at least 40 dials per day per representative and meet all efficiency guidelines set forth.
• Ensure team members follow a scripted presentation to ensure accurate communication to potential guests and to maximize the number of preview presentations booked.
• Employ an empathetic, listening, problem solving approach to overcoming objections and persuade the guests to attend the preview presentation.
• Support the customer's decision to purchase and travel on the Holiday Discovery Package by sharing benefits and reinforcing the fun and rewarding aspects of the package.
• Ensure all guests meet the qualifications and details of participation of each offer as set forth by AVC and ensure timely and accurate documentation of such.
• Effectively manage Company assigned leads for maximum conversion to preview presentations.
• Liaise with People & Culture Department and Supervisor regarding recruitment advertisements for staff.
• Interview, hire and/ or provide ongoing training and motivation for new employees.
• Monitor all components of call center to ensure procedures remain uniform.
• Processing the booking process in conjunction with Administration
• Ensuring Superior Guest Experience.
• Additional Information
• Key Performance Indicators
• Performance reviews will be conducted on a monthly basis and may require coaching programs to enhance skills and overall productivity. This position will be measured against the following criteria:
• To ensure promotional activity is such to meet the budget requirements in relation to tours and package sales.
• To ensure all promotional activity is such to meet the budget requirements in relation to cost and efficiencies.
• Display personal motivation and effort to assist in the smooth operations and profitable performance of all campaigns.
• Demonstrate willingness to seek new knowledge in the forms of management skills, motivating employees, morale building and sales techniques, through reading, researching and seminar attendance.
• Ensure that AVC standards are met in relationship to Team Values and Goals in dealing with internal and external contacts of AVC.
• Achieve specific monthly tours/ package sales as required in the overall project budget.
• TO (Take Over)/Confirm phone presentations as necessary to assist Telesales Executives in closing packages and confirming information on all packages and guests is accurate and complete.
• Ensure that all Telesales Representatives are efficiently performing phone calls and tracking their respective guests through effective and timely call-backs.
• Ensure the Telesales Representatives are engaged and performing their respective 20 dials per hour and achieving the package sales objectives.