Person, Indoors, Female, Face, Apparel, Clothing, Blossom, Plant, Flower

Customer Service Team Lead

Full Time | Central Location | Orlando | Florida | United States | 32821

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.

Wyndham Destinations is currently seeking a Customer Service Training Team Lead who will support, develop, train and motivate all New Hire Customer Service Representatives during on-the-job training that are responsible for servicing Reservations inbound calls who will schedule our guests to travel and tour applicable Wyndham resort destinations that graduated from the New Hire sales training.  In addition, model and strengthen these sales representatives to be fully trained and supported to be successful in their new role which will ultimately decrease turnover and greater buy in to support the department's business and organizational goals.

  • Provide daily coaching and guidance based on live monitoring evaluations and delivers performance feedback to all new hire associates
  • Monitor side by side and remote scoring for coaching & development
  • Manager the logistic and transition plan of new hires from the learning environment, the academy and production environment
  • Participates in meetings, trainings or other designated special projects assigned by department management
  • Conduct formal training as needed

Qualifications:

  • High School diploma or equivalent
  • Minimum of 1 year Reservations call center, telemarketing, customer service experience in a contact center (preferably within Wyndham Destinations Marketing Contact Center)
  • Minimum of 1 year supervisory experience preferred
  • Willing to work a flexible schedule to suit the needs of the business
  • Dependable attendance
  • Must possess strong customer service skills
  • Track record of consistently closing (T.O.) at 50% or higher
  • MS Office Suite , Noble Telemarketing System and CRS Data Management System experience
  • Sales Skills
  • Utilize tools such as one on one coaching and controlling quality in efforts of providing feedback for agent development
  • Provide and review concise reporting to monitor agent and business unit development training and group huddles for present and future business needs
  • Understand and drive the production environment. Can positively manage the challenge of production day in and day out
  • Coaching and mentoring new representatives

Hours: 1pm to 9pm Monday through Friday

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-2410

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