Call Centre Training Manager - Chinese in Bangkok at Marriott Vacations Worldwide Call Center

Date Posted: 10/24/2019

Job Snapshot

Job Description


Participates in developing and implementing programs that will increase the package production from Thailand Call Center department. Develops and manages advertising materials and event and builds relationships with external brokers. Evaluates programs for generating tours and implements solutions to enhance programs and tour flow. Communicates marketing strategy to sales and marketing workforce. Builds and maintains relationships with sales management, and coordinates with them to address any problems. Manages the day-to-day activities of individual contributors, brokers, and teams. Participates in the performance management, coaching, and selection of the marketing workforce.


Managing and Developing the Sales and Marketing Workforce

  • Prepare for and conduct team meetings.
  • Measure the performance of marketing executives/team leaders against goals and hold them accountable. - Importance to My Job
  • Provide one-on-one coaching and mentoring to team associates.
  • Reward and recognize associate performance (e.g., way-to-go letters, personal bests, top three per channel, top VPG, attendance, special contribution, top three total packages).
  • Motivate associates to increase production and performance (e.g., through contests, Special Performance Incentive Funds [SPIFs], motivational e-letters).
  • Observe and identify associate areas of strength and development opportunities (e.g., through ride-alongs, shadowing, monitoring).
  • Provide on-call support to associates when not on site.
  • Seek and review sales and marketing best practices/publications and uses this information to train/coach associates to increase production.
  • Conduct formal performance reviews and use this information to create individual development plans, career paths, and promotion development plans.
  • Manage associate performance, developing performance plans for associates below expectation (progressive discipline).
  • Identify and respond to the needs/questions/issues (both work and non-work related) brought forth by team associates.
  • Mediate conflict in and between teams (e.g., within marketing teams, between marketing and sales teams).
  • Monitor standard practices and develops amendments to standard practices as needed.
  • Provide guidelines for empowering associates to make decisions regarding guest experience and service issues.
  • Deliver and coordinates various training programs.
  • Develop and review policies and procedures pertaining to work flow, lead distribution, reward, recognition, and discipline.
  • Create an awareness and understanding of policies and procedures for conducting business (e.g., Flight Plans, Local Standard Operating Procedures).
  • Participate in selection processes (e.g., interviewing).
  • Develop compensation plans for marketing teams that maximize production


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