上海招聘

Department: AVC Marketing - Telemarketing

Reports to: Area Director of Call Center

Position Overview:

The Shanghai Call Center Manager is responsible for a team (Blended or Segmented) of Outbound, Inbound and Activations Telemarketing Associates. This includes Hiring, Training, and delivery of monthly Package Sales, Day Drives and Tour targets, Maintenance of Cost per Tour, and ensuring guests meet and follow Details of Participation as set by the company. Package Sales, Tour targets and CPT are based on 2013 Shanghai Call Center Budget.

The Shanghai Call Center Manager will ensure that his/her team of Outbound, Inbound and Activations Telemarketing Associates represent Anantara Vacation Club in a courteous, enthusiastic and diligent manner. All guests that are invited on a holiday package or preview will be required to attend a 90-minutes sales presentation on the benefits of shared ownership with Anantara Vacation Club. It will be the Manager’s responsibility to oversee and ensure that each guest clearly understands the offer and is qualified to attend the presentation.

Key Responsibilities:

- In conjunction with the Director of Call Center and Supervisor, 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 20 dials per hour 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.

- Ensure CRM use as well as all AVC Call Center flow of process and protocol are followed.

- 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 Human Resources 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.

Physical Job Requirements:

- Extended periods of sitting required.

- Processing and analysis of paperwork and computer screens require visual observation.

- Heavy use of telephone for verbal communications.

- Some light lifting and filing may be required.

Job Qualifications:

- Excellent customer service skills, including but not limited to, active listening, empathizing, problem solving, organized, detail oriented, follow through, and excellent verbal and written communication skills.

- Previous telemarketing service experience preferred.

- Ability to work as a team player, in a personable and positive manner.

- Ability to work quickly and accurately in a high volume environment. Able to perform well under deadlines and respond well to an environment of constant change.

- Fluent in Cantonese and English/or Putonghua languages.

Brand Summary

Anantara Vacation Club (AVC) is an exciting multi-destination Shared Ownership Club launched in the Asia Pacific region. It is developed by Minor International PCL, one of the largest hospitality and leisure companies in the region. Minor is listed on the Thailand Stock Exchange and has over 25,000 employees.

Currently, AVC Club Resorts are located in some of the most desirable locations in the world including Phuket, Koh Samui, Bangkok, Bali, and Queenstown New Zealand. AVC is continuously expanding into new destinations across Asia Pacific and the rest of the world.