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Responsibilities:

PROVIDE DIRECTION AND SUPPORT TO PLATINUM AGENTS TO ENSURE THE HIGHEST LEVEL OF SERVICE IS PROVIDED AT ALL TIMES; ASSISTING WITH CUSTOMER SERVICE REQUESTS AS NEEDED. THE TEAM LEAD WILL SUPPORT THE DEVELOPMENT OF TEAM MEMBERS THROUGH MONITORING, COUNSELING AND PERFORMANCE EVALUATIONS. WILL OVERSEE 8-10 AGENTS PER SHIFT, INSURING COMPLIANCE TO COMPANY AND DEPARTMENTAL STANDARDS; RESPOND AND RESOLVE ANY ESCALATED MEMBER ISSUES IN A TIMELY MANNER; SUBMIT WRITTEN ASSESSMENTS ON INDIVIDUAL AGENT PERFORMANCE AND OUTLINE ANY TRAINING OPPORTUNITIES TO MANAGEMENT REGULARLY.

Requirements:

1-2 YEARS INBOUND CALL CENTER EXPERIENCE PREFERRED; 1-2 YEARS TEAM LEAD OR SUPERVISORY EXPERIENCE REQUIRED WITH DIRECT REPORTS OF 3+; STRONG TYPING, NEGOTIATION AND PROBLEM SOLVING SKILLS REQUIRED; TIMESHARE AND FINANCIAL SERVICING KNOWLEDGE PREFERRED; MUST BE ABLE TO WORK A FLEXIBLE SCHEDULE - INCLUDING WEEKENDS, HOLIDAYS AND OVERTIME WHEN NECESSARY.

About Diamond Resorts International:

Diamond Resorts International, with its network of more than 300 vacation destinations located in 33 countries throughout the continental United States, Hawaii, Canada, Mexico, the Caribbean, South America, Central America, Europe, Asia, Australia and Africa, provides guests with choices and flexibility as they design their dream vacation, whether they're traveling an hour away or around the world. Our relaxing vacations have the power to give guests an increased sense of happiness and satisfaction in their lives, with truly memorable and meaningful experiences that let them Stay Vacationed.

Diamond Resorts International manages vacation ownership resorts and sells vacation ownership points that provide members and owners with Vacations for Life through 93 managed resorts, 210 affiliated properties and cruise itineraries. To learn more, visit www.diamondresorts.com.

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