Platform Manager- Towne Vacations

Essential Responsibilities:

• Lead the creation and stand up of the call center
• Recruit, train, and supervise call center agents and reservations/sales agents
• Coaching of the Reservations Managers at the Towne Vacations companies relating to reservations and sales to ensure staff are following best practices and enhancing conversions
• Call reporting and conversion management
• Compile and analyze data
• Develop and implement strategies to improve guest satisfaction scores. Adress escalated guest issues professionally and efficiently, aiming for first-contact resolution
• Continuously evaluate and refine call center processes, scripts, and workflows to increase efficiency, accuracy, and guest experience quality
• Track key performance indicators such as response times, resolution rates, guest satisfaction ratings, and agent productivity. Prepare regular reports for leadership and identify areas for improvement
• Ensure all customer interactions adhere to company policies, industry standards, and regulatory requirements
• Serve as the reservations and sales subject matter expert
• Work with the Chief Revenue Officer, Marketing staff, and Revenue Manager to ensure revenue goals are met, and the staff has the most current feedback relating to market conditions and consumer demands
• Assist the Director of Platform Management with standardization, auditing, and ensuring there are no financial gaps
• Assist in the development and maintenance of Track Pulse platform management procedures
• Communicate effectively with stakeholders to ensure they are kept up to date with progress and the business benefits are achieved
• Provide a high level of customer service when interacting with employees in any position
• Adheres to applicable federal laws, rules, and regulations including those related to Anti-Money Laundering (AML) and the Bank Secrecy Act (BSA)
• Other duties as assigned

 

Minimum Required Skills & Competencies:

• 4+ years of relative work experience in the vacation rental industry
• Excellent analytical, project management, interpersonal, organizational planning, and PC skills
• The ability to work independently and with a team to prioritize tasks to meet critical deadlines
• Strong knowledge of the vacation rental and short-term rental industry
• Strong verbal and written communication skills
• Ability to exercise discretion and sound judgment when dealing with confidential information

• Excellent organizational and leadership skills
• A business acumen with strategic ability
• Strong decision-making abilities
• High degree of personal integrity

 

Desired Skills & Competencies:

• A bachelor’s degree in business or a related field is preferred
• Self-motivated.
• Strong interpersonal skills.
• Attention to detail.

 

Physical Requirements:

• Express or exchange ideas by means of the spoken word via email and verbally.
• Exert up to 50 pounds of force occasionally, use your arms and legs, and sit most of the time.
• Have close visual acuity to perform activities such as analyzing data, viewing a computer terminal, reading, and preparing documentation.
• Subject to internal and external environmental conditions.
• The physical demands described here are representative of those that must be met by an employee to successfully perform the essential responsibilities of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform essential responsibilities.