Remote Guest Experience Reservations Lead

Summary

Join Vacasa as a Team Lead to lead a team of Guest Experience Agents and Senior Specialists, providing behavioral based coaching and feedback, promoting growth and career development, and ensuring employee adherence to company values.

Requirements

• 2-5 years of customer service/call center experience
• 1-2 years of experience in a direct supervisory or management role
• Ability to work a flexible schedule including nights and weekends as needed to support the needs of the business and performance requirements
• Demonstrated ability to: Develop, build, lead, and inspire teams
• Multi-task, prioritize, and remain organized in a fast paced and constantly changing work environment
• Embrace and lead change
• Problem solve with limited direction and support
• Provide behavioral based feedback and coaching
• Review and analyze information to identify trends and propose solutions
• Ability to lead with integrity, empathy, inclusiveness and a high level of confidentiality
• Act with confidence and credibility when faced with ambiguity, adversity, etc
• Learn, adapt, and become a subject matter expert on all internal systems and processes
• Exceptional communication skills across multiple channels, such as phones, email ,and chat
• Ability to perform other related responsibilities as assigned
• Attention to detail

Responsibilities

• Lead, develop, and motivate a team of Guest Experience Agents and Senior Specialists
• Provide behavioral based coaching and feedback in all areas of performance such as metrics, the customer experience, and conduct
• Promote continued growth and career development for team members
• Monitor, analyze, evaluate, and document individual and team performance in relation to the customer experience and business goals
• Conduct disciplinary action as needed, including informal and formal write ups and corrective action plans to improve performance
• Manage daily contacts in a multi-channel in and outbound contact center, focusing on meeting performance metrics and exceeding customer expectations
• Ensure employee adherence to company values, quality and PCI requirements, accuracy, schedule, and other expectations in a fast-paced environment
• Support the interviewing, hiring, and training of agents based on business need
• Build and maintain business relationships and open lines of communication with other internal support teams
• Conduct call reviews and provide agent feedback to foster an environment of continued education and improvement where delighting guests is the outcome

Benefits

• Health/dental/vision insurance—100% coverage option based on hours worked
• Employer Sponsored & Voluntary Supplemental Benefits based on hours worked
• 401K retirement savings plan with immediate 100% company match on the first 6% you contribute
• Health & Dependent Care Flexible Spending Accounts based on hours worked
• Paid vacation & sick days
• Employee Assistance Program
• Career advancement opportunities
• Employee discounts
• All the equipment you’ll need to be successful
• Great colleagues and culture