Supervisor-Marketing & Sales Support Operations

About the role

This position is responsible for the day‑to‑day operations of the Control Room and its employees, monitoring the allocation of tour waves, and providing support to sales and marketing teams through the distribution of daily reports. The role also oversees the training of all Control Room employees to ensure they have the skills necessary to communicate with and manage the tour waves for Marketing and Sales teams.

Responsibilities

• Supervises and oversees all of the Control Room Clerks’ daily activities and responsibilities.
• Implements and supervises data verification processes, including managing allocations, tour data validation, budget comparisons, data analysis, and determining allocation availability.
• Evaluates and coaches Control Room Clerks for continuous improvement and delivers annual performance reviews.
• Trains new hires.
• Monitors and allocates the tour allotments for all Region 2 sales centers by team and by wave time based upon budget expectations and sales consultant headcount availability.
• Decides which campaigns will be allowed to fill remaining available waves.
• Allows sharing of tour allotments when necessary with the appropriate campaigns and/or departments.
• Informs the Marketing management team of changes with tour wave availability in a timely manner.
• Monitors wave allocations by resort, team, and wave.
• Communicates regularly with Sales and Marketing Directors and their teams.
• Assists the sales and marketing departments with ensuring that all questions are answered in a professional, informative, diplomatic, and appropriate manner.
• Manages tour waves through experience with OPC, In‑House, and other departments’ tour qualifications and trends.
• Creates the allocation of In‑House tour waves timely so that the In‑House Marketing department can book tours within 3‑7 days out.
• Reviews, analyzes, and addresses various daily Error Reports.
• Creates, monitors, and analyzes a variety of data reports and dashboards used to support the daily functions of the Control Room; utilizes advanced Excel features such as pivot tables, advanced formulas, and SQL queries.
• Researches, analyzes, and troubleshoots data issues.
• Supports management teams by distributing daily reports and information regarding tours, waves, and allotments.
• Communicates with management to resolve issues in a timely manner.
• Problem‑solves and maintains professionalism with marketing and sales management, coworkers, and guests.
• Works with management to ensure company policies and procedures are adhered to.
• Distributes sick/late reports; tracks and updates attendance schedules in TSW; enters approved attendance exceptions when necessary.
• Partners with Call Center, Owner‑Based Marketing, and In‑House Teleservices teams regarding tour allotments and issue resolution.
• Assists the Accounting department with time‑keeping and tour‑related issues.
• Assists marketing departments with payroll and PTO processing.
• Performs other duties necessary for the effective operation of the department.

Requirements

• High School diploma or GED required.
• Minimum of three years’ timeshare sales experience.

Qualifications

• Advanced knowledge of Microsoft Excel (pivot tables, advanced formulas, etc.).
• Process‑oriented with strong attention to detail.
• Ability to take initiative in an ever‑changing environment.
• Self‑directed and independent on projects while working effectively as a team player.

Skills

• Excellent customer service and interpersonal skills.
• Strong oral and written communication abilities.
• High work ethic and energy level.
• Strong organizational and planning capabilities.