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Contact Center Supervisor - Remote

  • Central Location, Springfield, Missouri, United States, 65804
  • Full Time

Go Put the World on Vacation

 

At Wyndham Destinations our goal is simple: to put the world on vacation. Our award-winning team of nearly 25,000 associates is diverse and dedicated, caring and creative. Together we’re shaping the future of the timeshare industry by doing things never done before. That’s part of what makes our work fun and interesting. Every day is a chance to learn something new and influence the global business.

***This is a remote position based in the Springfield, MO area. Only candidates who reside in the greater Springfield area will be considered.

Job Summary:

Responsible for leading, guiding and developing a team of approximately 15-20 remote Vacation Planning Counselors specializing in reservations in the achievement of team productivity and service objectives.  

Employee Development:

  • Track and analyze individual agent performance data

  • Create development plans for each Counselor that contains positive, creative and effective  ideas on ways they can improve their performance

  • Ensure Counselors understand and apply information presented during formal training sessions

  • Conduct informal training sessions of team members

  • Serve as a mentor for Counselors 

  • Monitor agents as appropriate and provide feedback, which encourages development

Team Management :

  • Effectively communicate, at the team and individual levels

  • Conduct team meetings on a regular basis

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

  • Maintain high employee satisfaction levels

  • Reward and recognize individual and team performance

Performance Management :

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

  • Measure and improve productivity, conduct, and quality standards / expectations

  • Prepare and conduct monthly and annual performance reviews

  • Document performance conversations and take appropriate corrective action.

Program and Product Administration :

  • Ensure agents properly use and communicate details of the Worldmark products and programs

  • Resolve escalated servicing issues

  • Take supervisor calls from owners and handle until resolved

Administrative Duties :

  • Provide assistance to other departments (RPM, Training, Human Resources, etc.) as required

  • Assist in the selection of Counselor by conducting interviews

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

  • Conduct tours of members who visit the contact center

Personal Learning and Self-Improvement :

  • Assume full accountability for learning of new skills, techniques, programs, etc

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

  • Participate fully in coaching sessions and partner with immediate supervisor and others in development process

Qualifications: 

  • High School Diploma or equivalent required with 4-year college degree preferred.

  •  2 years leadership experience in a Contact Center environment required.

  • Must reside in the greater Springfield, MO area

  • Self-motivated, high energy, principled-based leadership qualities.

  • Ability to develop and motivate staff.

  • Sound judgment and critical thinking abilities.

  • Ability to prioritize and multi-task in a fast-paced environment.

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

  • Demonstrated strong oral and written communication skills including confidence speaking in front of large groups.

  • Working knowledge of Microsoft Excel, Word,and PowerPoint.

A World of Inclusion

 

Hospitality is at the heart of all we do at Wyndham Destinations, including how we treat each member of our growing community. Here, you’ll find a team that’s inclusive, values diversity, and is built on a foundational respect for people from all over the world.

 

We are an equal opportunity employer, and all applicants will be considered for employment without attention to their membership in any protected class. If you require any reasonable accommodation to complete your application or any part of the recruiting process, please email your request to mycareer@wyn.com, including the title and the location of the position for which you are applying.

Job Requisition: R-13653

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