Supervisor Contract Services

Description

For a Contract Services Supervisor the responsibilities should focus on leadership team oversight operational excellence quality control and employee development rather than individual transaction processing alone.

Contract Services Supervisor Responsibilities

• Oversees the daily operations of the Contract Services department ensuring adequate staffing workflow coverage and service levels throughout operating hours.
• Supervises coaches develops and evaluates Contract Services Coordinators and Lead Coordinators to ensure adherence to company policies procedures and performance standards.
• Monitors contract processing activities to ensure vacation ownership agreements and related documents are prepared generated and processed accurately timely and in compliance with company guidelines.
• Ensures team readiness to support internal customers through in-person interactions and phone support channels according to published schedules and operational needs.
• Reviews departmental performance metrics productivity reports and quality assurance results to identify trends and implement process improvements.
• Provides guidance and support for complex contract transactions escalated issues and exception requests requiring advanced knowledge and decision-making.
• Oversees verification processes to ensure information entered into company systems complies with established policies procedures and regulatory requirements.
• Ensures contract files are established maintained organized scanned and transmitted according to documented standard operating procedures.
• Monitors suspense aging reports and oversees timely follow-up resolution and processing of outstanding contract items.
• Partners closely with Sales Quality Assurance Corporate Operations and other business partners to ensure contract packages are completed accurately and promptly.
• Maintains ownership of departmental policies and procedures collaborating with cross-functional partners to align processes and implement operational enhancements.
• Leads onboarding training coaching and ongoing development initiatives for new and existing team members.
• Conducts performance discussions identifies development opportunities and creates action plans to improve employee effectiveness and engagement.
• Ensures all team members complete required training compliance courses and certifications within established deadlines.
• Maintains advanced knowledge of all Contract Services products programs contract types policies and procedures including Deeded Trust and VIP products.
• Manages escalated customer service issues exercising sound judgment professionalism and integrity while resolving concerns.
• Demonstrates leadership during periods of increased workload tight deadlines organizational change and other operational challenges.
• Participates in departmental projects system enhancements and continuous improvement initiatives designed to improve efficiency quality and customer satisfaction.
• Analyzes operational data and prepares reports for management regarding department performance compliance productivity and quality metrics.
• Fosters a positive collaborative and professional work environment while promoting accountability and employee engagement.
• Carries out all other duties and responsibilities as assigned by management.

• Advanced computer skills with the ability to analyze data prepare reports and effectively utilize business systems and software applications.
• 2-5 years of related experience including leadership supervisory or team lead experience preferred.
• Strong proficiency in Microsoft Office Suite including Outlook Word Excel and PowerPoint.
• Ability to work a flexible schedule including weekends and holidays based on business needs.
• Proven ability to lead motivate coach and develop a team in a fast-paced environment.
• Exceptional organizational time management and multitasking skills with strong attention to detail.
• Demonstrated ability to prioritize workload delegate responsibilities and effectively manage competing priorities.
• High level of professionalism integrity and sound judgment with the ability to handle sensitive and challenging situations.
• Strong customer service interpersonal and conflict resolution skills.
• Excellent verbal and written communication skills with the ability to communicate effectively with team members leadership and guests.
• Ability to drive performance ensure accountability and support the achievement of departmental and company goals.
• Proficiency in speaking reading and writing English.

Required Experience:

Manager