Wyndham Destinations Contact Center Supervisor - Travel in Orlando, Florida

Job Summary:

Responsible for leading, guiding and developing a team of approximately 15 Travel Counselors in specific owner servicing disciplines (e.g.: Domestic and International Travel, Reservations, PlusPartners, VPC Advisor, Sales incentives, Problem resolution, etc) in the achievement of team productivity and service objectives.

Responsibilities:

Employee Development– 25% :

  • Track and analyze individual Counselor performance data

  • Create developmental plans for each Counselor that contain positive, creative and effective ideas on ways to improve performance

  • Ensure Counselors understand and apply information presented during internal training sessions, vendor presentations and vendor training programs.

  • Conduct training sessions with team members

  • Serve as a mentor to team members

  • Monitor Counselors as appropriate and provide frequent feedback

Performance Management– 25%:

  • Understand, utilize and enforce department and company policy, procedures and standards

  • Measure and improve productivity, conduct, and quality

  • Prepare and conduct monthly and annual reviews

  • Document performance conversations and take appropriate corrective action

Team Management– 20%:

  • Effectively communicate at the team and individual level

  • Conduct meetings on a regular basis

  • Maintain an environment where excellence is rewarded and personal development encouraged

  • Maintain high employee satisfaction levels

  • Reward and recognize individual and team performance

Program and Product Administration – 15% :

  • Ensure agents properly use and communicate details of the Club Wyndham and PlusPartners products and services

  • Resolve escalated issues

  • Take escalated calls from owners and handle until resolved

Administrative Duties – 5%:

  • Provide assistance to other departments as required

  • Assist in the selection of Counselors by conducting interviews

  • Provide frontline technical assistance (passwords, computer/phone problems) to Counselors

  • Conduct tours of members who visit the contact center

Personal Learning and Self-Improvement – 10%:

  • Assume full responsibility for leaning of new skills, systems, techniques, programs, etc.

  • Create and execute a development plan in conjunction with immediate Manager

  • Participate fully in coaching sessions with Manager

Minimum Qualifications:

  • High School Diploma; 4 year college degree preferred

  • 2 years supervisory/management experience; preferably with a team of 15 employees or greater

  • 2 years travel industry experience

  • 3-5 years leadership experience in a contact center environment preferred

  • Advanced problem-solving skills and ability to negotiate solutions

  • Strong analytical skills including ability to review employee data and behavior to target coaching opportunities

  • Strong oral and written communication skills, ability to write professional letters using proper grammar and correct spelling, and confidence speaking in front of large groups

  • Ability to communicate with owners and internal customers in a courteous and professional manner.

  • Ability to make appropriate decisions to solve owner problems

  • Maintain a positive, helpful demeanor under stressful circumstances

  • Ability to listen while focusing on solutions

  • Basic knowledge of Word, Excel, PowerPoint and Apollo

Benefits:

A career at Wyndham offers you great benefit opportunities with a competitive package of salary and bonus, benefits and recognition. In addition to great employee discounts on such travel related areas as hotel & lodging, car rentals & other goods & services, you will receive:

• Medical/dental and vision care plans

• A 401(k) program that matches dollar for dollar up to 6% of salary (to government max)

• Programs that include Flexible Spending Accounts, short & long term disability, life insurance & educational assistance amongst others

Along the way, you will have an opportunity to contribute to improving the world around us through our volunteer efforts and global sustainability program, Wyndham Green.

Come and be part of One Family, One Team, One Company . . . Wyndham

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