Referral Manager

 

 

Position Summary:

Ensure all telemarketing departments are fully operational and operating according to site and corporate expectations and in compliance with all policies and procedures.  To increase company profitability through enhanced telemarketing programs targeting all In-house guests, referrals, and vacation certificate holders by providing prompt, courteous, and outstanding customer service and promotions. 

 

Job Responsibilities:

 Manage over all activities of all Referral In-Bound, Out-bound telemarketing, and guest generation.  Prepare and monitor phone scripts to be used.  Create and maintain positive-productive working environment.  Design contests/ rewards programs to increase productivity.  Build a constant on-going relationship with site Corporate Field Operations Department, Marketing Directors, Sales Directors and Site VPs.

 

Establish procedures to ensure qualified individuals are able to perform telemarketing functions are hired.  Maintain full staff at all times.  Perform reviews to measure over all productivity. Administer disciplinary decisions based upon performance and behavior.  Adhere to company policy and procedures with dealing with employee?s issues.

 

Design and implement programs to collect referral leads from all buyer and non-buyer guests.  Implement programs to collect referral names from FSP and Discovery members when in contact.  Ensure accurate information is collected from sales staff for leads generated daily.  Implement and follow-up on any correspondence programs to collect referral leads from members.

 

Maintain compliance and registration requirements.  Ensure all inbound scheduled arrivals are properly coded as approved with reservation code.  Establish system to ensure that guests from non-registered states do not tour or purchase.

 

 Review lead generation report by sales rep, look for areas of performance improvement-deficiencies.  Administer production reports to track leads given vs. leads used to book and show rates.Also track penetration rates for In-House guests leads collected. Coordinate marketing program Lead generation analysis to be submitted daily to Corporate Program Management.  Review payroll for proper distribution of company funds.

 

Minimum Qualifications:

  Must be able to recognize areas of improvement and seek immediate result-oriented solutions.  Must be able to work well with others.  Must be able to prioritize and be a self-starter.  Must be able to handle multiple tasks.  Must be very organized and efficient in handling overall needs of the call center.  Must have strong communication and verbal skills.  Must have basic accounting skills.  Must be involved with the budgeting process.  Must be able to use Microsoft Word and Excel.  Must be very familiar with the various reports available in our system and how to use the reports.  Must have extensive knowledge of the marketing and reservation system and how to use it appropriately.  Must be able to work with different departments and managers.  Must be able to excite and motivate others.  Must be able to give presentations of new programs effectively.  Good phone skills will be necessary.  Must also be able to work independently and with a team.