Position Overview:

Senior 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 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 Call Center Budget.

Call Center Manager should ensure that his team of Outbound, Inbound and Activations Telemarketing Associates represent Anantara and AVC in a courteous, enthusiastic and diligent manner. All guests that are invited on a holiday package or preview will be required to attend a 90-120 minutes sales presentation on the benefits of shared ownership with Anantara Vacation Club. It is 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/Assistant Director of Call Centre, 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 and 3.5 hours 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
• 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
• iaise with Human Resources and Supervisor regarding recruitment advertisements for staff
• nterview, hire and/ or provide ongoing training and motivation for new employees
• Monitor all components of call center to ensure procedures remain uniform
• 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 minimum 20 dials per hour and achieving the package sales objectives
• Correspond with prospective clients through establish email protocol and templates
• Processing the booking process in conjunction with Administration
• Ensuring Superior Guest Experience

Job Specifications & 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

上班地址：上海市黄浦区龙华东路647号电科滨江中心15楼