Asst Mgr CEC Assoc Support

The overall goal of the Assistant Manager CEC Associate Support position is to provide support to core services associates in an increasingly changing environment to help ensure they achieve key performance metrics and enhance job effectiveness. This occurs through effective coaching and performance development during all phases of learning (new hire nesting and onboarding activities in production and career progress) as well as post training for new knowledge groups. Coaches associates and serves as Subject Matter Expert on systems navigation processes resources and best customer service practices and acts as dedicated support for Core Services Managers. Monitors associate performance provide feedback and conducts training refreshers when necessary. Stays up to date on processes policies and system through various activities such as call taking.

Coaching sessions are central to the Assistant Manager CEC Associate Supports responsibilities. Preparing for delivery documenting and following up on coaching sessions is the primary way for Assistant Manager supports associates to achieve individual and team performance partnership with the Core Services Manager the Assistant Manager will determine and prioritize which associates need the most help. The coaching support will include guiding new hires through onboarding and nesting process providing focuses coaching post training to reinforce newly acquired skills and supporting associates struggling with meeting a performance metric at any point in their career addition the Assistant Manager will support each individual and the team overall through the awareness knowledge ability and reinforcement they need to navigate ongoing changes as each change occurs.

The Customer Engagement Center normally functions on a seven day per week basis. Assistant Managers may be required to work different shifts and schedules to accommodate the changing demands of business including Saturdays Sundays and Holidays.

CANDIDATE PROFILE

Education and Experience

Required:

• High School Diploma GED secondary education certificate or local equivalent.
• Minimum twelve months hands-on experience in a fast -paced customer services or sales environment.

Preferred Qualifications and Skills:

• Recent experience in a customer-facing role within a call center environment
• Current knowledge of the basics used in our reservation sales and customer service teams including the systems policies processes call flows knowledge groups and available support mechanisms.
• Ability and confidence to take customer contacts at a moments notice.
• Experience leading coaching or developing the performance of others.
• Proficient in Korean language is an advantage

CORE WORK ACTIVITIES

Coaching & Support

• Provides supplemental coaching to associates to support Core Services Managers with achieving overall team performance.
• Utilize tools and resources (i.e. coaching tool performance dashboards compliance scores quality evaluations call recordings etc) to determine opportunities for coaching associates.
• Partners with Core Services Managers to identify associates with the most need for help.
• Prepares and facilities one on one coaching meetings or small group learning circles to enhance knowledge and competencies of the associates.
• Documents discussion outcomes and next steps from coaching sessions to share with managers.
• Listens to calls review emails chats or other guest interaction related materials to provide feedback to associates.
• Supports associates with building coaching plans and actions for focused performance tracking.
• Reinforces new aspects of the associate role including empowerment levels ancillary service opportunities and opportunities to enhance loyalty conversion to revenue.
• Actively looks for opportunities to recognize successful performance or improvements.
• Reviews support resources with associates including Knowledge Management articles and policies tips and tricks etc. to support associate learning and development.
• Provides new hire & onboarding support; verify that associates are trained on company core values job roles responsibilities and technical and service aspects of the job.
• Assists associates in handling guest complaints and resolving issues.

Leadership Activities

• Acts as the Manager on Duty during assigned shift.
• Monitors Call Center metrics prepares reports related to call volume talk time calls in queue and response time and standardize performance to ensure efficiency.
• Maintains own skillset as a Subject Matter Expert. Takes guest calls routinely each month to keep skills fresh and stays up to date on processes and policies remains proficient in all current systems demonstrates strong knowledge of policies and procedures.
• Participates in training related activities for unified support for associates with other teams.
• Complies with new training requirements by completing required trainings for compliance and to be able to coach others on the same topics.
• Focuses on center and team related engagement activities including personal development of teams they support.
• Supports career progression opportunities for associates through discussions on various career paths and related performance.
• Leads by example modeling expected behaviors for our associates.
• Utilizes tools effectively to manage coaching in both onsite and virtual environments including Teams messaging web cameras etc.
• Ability to function in a fast-paced environment handling multiple priorities simultaneously.
• Ability to deal with situations of a dynamic nature such as modifying plans/action/decisions under constantly changing circumstances.
• Provides for the safety and security of the associates or the property.
• Demonstrates leadership that promotes collaboration teamwork and values diverse perspectives and backgrounds.

Additional Responsibilities

• Provide information to supervisors co-workers and subordinates by telephone in written form e-mail or in person.
• Analyzes information and evaluating results to choose the best solution and solve problems.
• Attends and participates in all pertinent meetings.
• Performs other job-related duties as assigned.

LEADERSHIP COMPETENCIES

Create Belonging- Build relationships by promoting an environment of collaboration trust respect opportunity and inclusion.

• Models and empowers others to monitor partner/customer feedback satisfaction and relevant metrics to deliver enhanced services.
• Applies existing data and resources to create innovative service strategies.
• Seeks out builds and maintains diverse partnerships/relationships across the company and industry.
• Models and coaches team on building and maintaining diverse partnerships & relationships.

Develop Others-Develop diverse inclusive and high-performing talent and teams.

• Fosters an environment that supports feedback and ongoing development by putting systems and processes into place to manage program performance and associate development.
• Participates in talent reviews and succession planning discussions as needed for select direct reports while providing relevant data (i.e. Talent Ratings key strengths and opportunity areas potential successors etc.).
• Champions the attraction development and retention of a diverse workforce to drive innovation and engagement.
• Develops others by identifying needs providing resources ongoing feedback and customized coaching and setting appropriate shared department team and individual goals.

Lead Change- Courageously lead change innovation inspire others through optimism and adapt to changing business needs.

• Engages in effective change management processes such as presenting the need for change in a way that encourages commitment and action developing strategies and providing resources to implement desired changes while managing stakeholders expectations.
• Keeps leaders informed about key issues communicates effectively and courageously influencing others to support a point-of-view gain alignment or take action
• Models coaches and holds others accountable for displaying a leadership style that conveys confidence optimism gains respect from others and is dedicated to leading ethically with a high degree of integrity.
• Uses data to evaluate opportunities and adapt global strategies where needed (e.g. brand team programs etc) into actionable plans to maximize external partner/customer commitment satisfaction and profitability.

Learn & Excel- Apply professional expertise while seeking out and integrating diverse perspectives and learning opportunities.

• Secures resources and creates opportunities for self and offers to improve performance through stretch assignments and other professional development activities.
• Creates an environment where continuous learning is valued and encouraged and holds others accountable for maintaining and sharing current knowledge on industry and discipline trends competitors and advanced technical knowledge in area of expertise.
• Models and coaches others on making sound business decisions by monitoring industry trends market dynamics and business environment to identify opportunities for improvement and adjusts priorities as needed.
• Builds partnerships across diverse teams to solve complex issues and improve performance.

Deliver Results-Set ambitious goals create alignment and drive execution.

• Coordinates with other departments and teams to set clear responsibilities for each group as well as communicate clear expectations about how departments teams and individuals contribute to success.
• Monitor department team and individual performance establishing clear standards expectations timelines and budget requirements.
• Identifies and focuses on business opportunities that have the highest value for the company.
• Manages department team and individual workloads by prioritizing tasks and delegating assignments appropriately helping others understand work requirements and obtaining resources departments and teams need to accomplish their work.

At Marriott International we are dedicated to being an equal opportunity employer welcoming all and providing access to opportunity. We actively foster an environment where the unique backgrounds of our associates are valued and greatest strength lies in the rich blend of culture talent and experiences of our are committed to non-discrimination on any protected basis including disability veteran status or other basis protected by applicable law.