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Form of workJob Description
Starting pay: $19/ hour
About Westgate Resorts
Westgate Resorts provides a diverse range of vacation experiences. From sandy beaches on the Atlantic Ocean to snow-covered Utah mountains, families can affordably experience the country's most desirable vacation destinations. A world leader in the timeshare and hospitality industry, Westgate has resorts in Florida, Tennessee, South Carolina, Missouri, Utah, Nevada, and Arizona. Westgate meets every vacation expectation, for every family, for every budget. As we continue growing, we will continue offering the best and most-affordable vacation options out there!
The Control Desk Associate works closely with Call Center Managers to meet aggressive performance targets by monitoring real-time call center performance statistics and making real-time decisions to maximize the performance of inbound and outbound programs within the call center. This position will also evaluate, resolve, and report technical issues that effect sales agents on the sales floor and remotely.
To perform this job successfully, an individual must be able to perform each essential duties and responsibilities satisfactorily. Additionally, the person must possess and adhere to the following core company values:
- Integrity
- Passion
- Work Ethic
Essential Duties and Responsibilities:
- Assist Sales agents with technical issues on the sales floor and remotely.
- Monitor all call activity to ensure proper coverage and relay information, as needed, to coaches regarding park time, calls in queue, etc.
- Transmit messages for team member call-ins.
- Monitor inbound call flow, reporting irregularities to management.
- Make changes to agent skills and profiles as needed.
- Create, modify, and maintain scripts as needed.
- Notify Managers and Directors of any significant technical issues.
- Relay information to coaches as needed by Managers and or Directors.
- Load all Outbound dialing files daily.
- Monitor Outbound Dialing to ensure compliance.
- Take care of all Outbound Strategies.
- Create new files to be worked for the Outbound teams.
- Compliance with all Westgate procedures and policies.
- And any other duties and/or related tasks as assigned.
Experience:
- High school diploma or general education degree (GED); or one to three months related experience and/or training; or equivalent combination of education and experience.
- A Tech Degree in Computer Science or a related field is preferred but not required.
Education & Certifications:
- High school diploma or general education degree (GED); or one to three months related IT help desk experience and/or training; or equivalent combination of education and experience.
- A Tech Degree in Computer Science or a related field is preferred but not required.
Skills/Knowledge:
- Ability to analyze and interpret call logs.
- Ability to interpret Data Views reports.
- Ability to make decisions quickly based on call activity.
- Proficient computer skills with Microsoft Office Suite Programs.
- Basic Proficiency in scripting languages such as HTML and JavaScript.
- Basic Ability to write efficient and effective scripts for automation and process improvement.
- Intermediate troubleshooting skills to debug and modify existing scripts.
- Basic to Intermediate troubleshooting skills with the ability to diagnose and resolve computer hardware and software issues.
- Knowledge of computer hardware components and the ability to replace them if needed.
- Effective communication skills to assist users with technical support and provide clear instructions for issue resolution.
- Excellent problem-solving abilities and the capacity to work efficiently under pressure.
- Bilingual is not required but is a plus.
Additional Information
Why Westgate?
- Comprehensive health benefits – medical, dental and vision
- Paid Time Off (PTO) – vacation, sick, and personal
- Paid Holidays
- 401K with generous company match
- Get access to your pay as you need it with our Daily Pay benefit
- Family benefits including pregnancy, and parental leave and adoption assistance
- Wellness Programs
- Flexible Spending Accounts
- Tuition Assistance
- Military Leave
- Employee Assistance Program (EAP)
- Life, Disability, Accident, Critical Illness & Hospital Insurance
- Pet Insurance
- Exclusive discounts for Team Member (i.e., hotels, cruise, resorts, restaurants, entertainment, etc.)
- Advancement & development opportunities
- Community Involvement Programs
Westgate Resorts is an Equal Employment Opportunity employer.All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, protected veteran status, disability status or any other protected status under federal, state or local law. If you have a disability and believe you need a reasonable accommodation in order to complete your application or any part of the recruiting process, please email WGAccommodations@wgresorts.com with the job title and the location of the position for which you are applying.
