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Are you ready for your **DREAM VACATION**? Join our company family to make that dream come true!At the Employer of Choice, a complimentary week at one of our managed resorts for you and your family is **THE STANDARD**!Our employees know that our company is a great place to work because we care about our team, work hard for our success, and value diversity and culture. We strive to be better than our competitors and distinguish ourselves through our performance. Whether you’re delivering the ultimate guest experience at one of our spectacular resorts or building your career within one of our many corporate departments, a career with ResortCom is like no other!We are currently looking for a Supervisor-Training & Development to join our ResortCom family!**Position Summary**This position reports to the Senior Manager of Training & Development and is responsible for ensuring the contact center is fully operational and focus is based on exceeding expectations both internally and externally. The job requires attention to detail, extensive knowledge of services provided, through follow-through and the willingness to lead by example. The person filling the role will be responsible for various aspects specific to the Call Center operational processes. This includes, but is not limited to, process implementation, report generating, employee development, hiring & corrective actions.- **Salary Grade**:$35,000 - $38,000 Salary + potential to make up to $15,000+ monthly bonus.- ** Position Type**: Salaried position - This is a full-time position. Not a remote job, this is an in-office job only.- ** Expected Hours of Work**: Must be available to work any day & time of the week. Must be able to work long shifts based on department needs. Schedule is determined by needs of the business.- ** Reports to**: Senior Manager of Training & DevelopmentThis position is not a remote job.**Essential Functions**- The Supervisor is responsible for ensuring service levels are met in the Training & Development divisions.- Work closely with the training division and Contact Center leadership in identifying Contact Center areas of opportunity and trainings that are needed and provide employee development through constructive feedback and support the education of employees on new processes and procedures.- Maintain a well above average knowledge of services/products/promos offered by ResortCom on behalf of clients.- Serve as the knowledge expert for all Training & Development teams to fill any temporary need as it arises.- Meet or exceed department performance goals including revenue, CSAT, quality assurance, and service level.- Responsible for supporting all daily operations necessary to maintain high customer and client service.- Responsible for day-to-day staff supervision including monitoring staff performance.- Oversee the Team Leads performance, ensuring all Leads receive immediate as well as ongoing feedback on areas of improvement and weekly 1-2-1 meetings.- Use coaching and mentoring to empower employees to take responsibility for their jobs and goals, delegate responsibility and expect accountability. Provide effective performance feedback through employee recognition and rewards.- Responds to problems that arise on a daily basis; works with relevant department personnel to resolve where possible; reviews and investigates all complaints concerning the operations of areas of responsibility with appropriate staff to ensure speedy resolution and respond to appropriate parties.- Collaborate with direct reports, management, clients and other departments to create new Standard Operating Procedures; ensure that existing SOPs are updated and remain relevant.- All other duties and projects assigned by management**Other Duties**This job description in no way states or implies that these are the only duties to be performed by the employee in this position. It is not intended to give all details or a step-by-step account of the way each procedure or task is performed. The incumbent is expected to perform other duties necessary for the effective operation of the department.**Required Education and Experience**- Prior 2+ years Supervisor experience required- Bilingual (English - Spanish) required**Preferred Education and Experience**- Excellent organizational, multi-tasking and prioritizing skills- Ability to work under pressure- Prior experience working with cultural diversity- Customer Focus- Strong Communication Skills (Written and Verbal)- Must be able to type a minimum of 30 wpm