Assistant Training Manager

Descripción del empleo

Are you ready to grow your dream career while making others' vacation dreams come true? Marriott Vacations Worldwide is a world premier organization for Vacation Ownership with resorts at destinations around the globe. Join our team and help deliver unforgettable experiences that make vacation dreams come true.

Training Delivery:

Deliver engaging and effective training sessions, both in-person and through digital platforms, ensuring the content is clear, concise, and tailored to the specific needs of different roles within the call center team. Collaborate closely with headquarters to effectively deploy training programs in China. Ensure seamless implementation and alignment with the overall business strategy.

Training Program Development:

Design, develop, and implement comprehensive training programs for call center associates that encompass Tele Marketer techniques, product knowledge, customer service, and call center operations. These programs should be tailored to meet the specific needs of the market while aligning with the overall strategy and direction set by headquarters.

Promotion of e-Learning Initiatives:

Drive the adoption and utilization of e-Learning platforms and resources within the call center training programs. Identify opportunities to leverage technology and digital tools to enhance training effectiveness and engagement.

Call Center Performance and KPIs:

Collaborate with Call center teams to align training initiatives with call center KPIs. Monitor and evaluate the impact of training programs on call center performance, making necessary adjustments to optimize results.

Communication with Headquarters:

Maintain open and effective communication channels with headquarters, providing updates on training activities, sharing feedback, and addressing any issues or challenges. Serve as a liaison between regional teams and headquarters.

Collaboration with Stakeholders:

Collaborate with cross-functional teams, such as HR, Quality, Call Center Operations, and Sales Marketing, to align training initiatives with overall business objectives and ensure consistency across different departments.

Continuous Improvement:

Proactively seek improvement of service standards and selling skills to achieve better team results and enhance the overall client experience. Stay abreast of industry benchmarks and client expectations to continuously raise the bar for excellence.

Best Practices Sharing:

Continuously seek and share best practices within the organization and across the luxury retail industry to inspire innovation and excellence in service delivery and selling techniques.

Developing Programs for Generating Traffic Flow/Business

Coordinates with call center operations and other programs on new initiatives. Helps develop strategies and incentive programs to meet or exceed budgeted numbers. Identifies trends when production is not meeting the budget expectations and implement solutions.

Maintaining, Analyzing, and Communicating Key Reports

As directed by Regional Call Centre Leader, uses reports on individual and team production performance (e.g., Confirmations-Experiences per guest, volume-per-guest [VPG], activations, employee satisfaction, etc.).

Managing Relationships External to Marketing

Builds and maintains relationships between sales management and the marketing department to ensure there is a clear understanding of eligibility requirements or details of participation for generating tours. Shares marketing information and strategy as required  Builds partnerships with resort operations, marketing, and sales departments, etc., where applicable.

Managing and Developing the Sales & Marketing Coach team Workforce

As directed, prepares for and conducts team meetings. Helps the Regional Call Centre Leader measure the performance of Telemarketer / team leaders against goals and hold them accountable - Importance to My Job Provides one-on-one coaching and mentoring to team associates. Rewards and recognizes associate performance (e.g., way-to-go letters, personal bests, top three per channel, top VPG, attendance, special contribution, top three total packages). Motivates associates to increase production and performance (e.g., through contests, Special Performance Incentive Funds [SPIFs], motivational e-letters). Provides on-call support to associates when not on site. Or for the other site Chinese TM need support. As directed by the Regional Call Centre Leader, seeks and reviews sales and marketing best practices/publications and uses this information to train/coach associates to increase production. As directed by the Regional Call Centre Leader, provides information used in formal performance reviews and uses this information to create individual development plans, career paths, and promotion development plans. Identifies and responds to the needs/questions/issues (both work and non-work related) brought forth by team associates. Mediates team conflict. Monitors standard practices and develops amendments to standard practices as directed by the Regional Call Centre Leader. As directed by the Regional Call Centre Leader, delivers, and coordinates various training programs. As needed, participates in selection processes (e.g., interviewing). Create and manage all business-related process. Review and optimize the process timely to increase all business efficiency.

Contributing to the Management of the Enterprise

Understands and abides by state and federal regulations around marketing activity (e.g., state marketing matrix, national Do Not Call registry [DNC]). Updates plans and actions to prepare for management meetings. Orders, stock, track, and replenish all marketing collateral and supplies. Performs other duties as assigned.

CANDIDATE PROFILE

Preferred Education and Experience

Bachelor’s degree, 2 years of equivalent work experience; minimum 2 years’ experience in a similar position

Required Qualifications

Proficiency in reading and writing English (additional language required for certain positions)

Willing To:

Work in contact with the public using strong communication and customer service skills Demonstrate openness to adapt to different cultural contexts based on location Must be willing to be flexible across shifts as required by business needs

COMPETENCIES - Fundamental competencies required for accomplishing basic work activities

Leadership

Adaptability - Maintaining performance level under pressure or when experiencing changes or challenges in the workplace. Communication - Conveying information and ideas to others in a convincing and engaging manner through a variety of methods. Professional Demeanor - Exhibiting behavioral styles that convey confidence and command respect from others, making a good first impression and representing the organization in alignment with its values. Problem Solving and Decision Making - Identifying and understanding issues, problems, and opportunities; obtaining and comparing information from different sources to draw conclusions, develop and evaluate alternatives and solutions, solve problems, and choose a course of action.

Building and Contributing to Teams

Driving for Results - Planning and supporting the development of individuals' skills and abilities so that they can fulfil current or future job/role responsibilities more effectively. Planning and Organizing - Gathering information and resources required to set a plan of action for self and/or others; prioritizing and arranging work requirements to accomplish goals and ensure work is completed.

Building Relationships

Coworker Relationships - Interacting with others in a way that builds openness, trust, and confidence in the pursuit of organizational goals and lasting relationships. Customer Relationships - Developing and sustaining relationships based on an understanding of customer needs and actions. Fostering Inclusion - Supporting associates with diverse styles, abilities, motivations, and/or cultural perspectives; leveraging personal differences to achieve objectives; and promoting a work environment where all associates are given the opportunity to contribute to their full potential.

Generating Organizational Talent and Capability

Organizational Capability - Understanding and leveraging associate talent and capabilities to meet work needs; supporting the attraction, selection, and/or retention of associates to achieve department and business objectives. Diagnoses capability needs; recruits and evaluates potential employees; emphasizes retention; champions talent management. Talent Management - Providing guidance and feedback to help individuals develop and strengthen skills and abilities needed to accomplish work objectives.

Learning and Applying Personal Expertise

Applied Learning - Seeking out and making the most of learning opportunities to improve performance of self and/or others. Actively seeks and participates in learning activities; gains knowledge, understanding, and skill; applies knowledge or skill; welcomes performance feedback. Business Acumen - Understanding and utilizing business information (e.g., Associate, Guest/Customer Satisfaction, Financial Performance) to manage everyday operations and generate innovative solutions to approach business and administrative challenges. Basic Competencies Job Specific Computer Skills - Using computer hardware and software specific to job (e.g., MARSHA, PMS, SFA, NGS, Delphi, Point of Sale, HR technology). Reading Comprehension - Understanding written sentences and paragraphs in work related documents. Writing - Communicating effectively in writing as appropriate for the needs of the audience. Functional Job Family Competencies Sales Coaching - Providing timely coaching, guidance, and feedback to help others excel on the job and meet key accountabilities. Sales and Marketing - Knowledge of sales and marketing concepts including principles and methods for showing, promoting, and selling products or services as well as marketing strategies and tactics. Sales and Marketing and Operations - Ability to understand the business needs and basic concepts of Sales and Marketing and Resort Operations to build a positive and collaborative working relationship.

Marriott Vacations Worldwide is an equal opportunity employer committed to hiring a diverse workforce and sustaining an inclusive culture

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