Job Description

The Supervisor, Activations is tasked with assisting and coordinating with the manager in overseeing and providing leadership to a team of associates.

The Supervisor, Activations has the following duties:

Collaborates with department managers to ensure guest expectations and experience are met and surpassed by supervising and leading the team in providing guidance and leadership to associates, ensuring procedures and policies are in line, and in support of, Bluegreen’s Core Values, HR and call center policies. Coordinates with leadership staff in generating daily department, dialer and associate reporting, including performance, attendance, production etc. with the purpose of assisting in the accomplishment of department objectives. Maintains knowledge of dialer system/software to contribute to the management of call flow and speed. Continually monitors the work environment and ensures that all systems are operational, ensuring that list penetration, abandon percentages and customer contact rates are maintained within set parameters. Develops and oversees the execution of onboard department training, as well as the ongoing developmental training of associates. Conducts bi-monthly, one-on-one sessions with associates meeting expectations and weekly with associates that are underperforming. Handles escalated guests concerns and takes over calls as necessary. Makes follow up calls, as needed, to achieve a quality guest experience. Directly manages and oversees the departmental BVSCACT inbox and ensures that emails are responded to, handled and followed up on, in a timely manner.