Person, Face, Female, Smile, Woman, Girl, Photo, Portrait, Photography

Executive, Resource Planning Management

Alert me about jobs like this

Not You?

Thank you for your interest please submit your application on the next page.

Executive, Resource Planning Management

  • 2F-1 Business Center 9, Philexcel Business Park, Clark Freeport Zone, Pampanga, Philippines, 2023
  • 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.

PURPOSE STATEMENT: (a clear definition of why the position exists)

The focus of this role is to enhance Contact Centre and operational efficiency and effectiveness through analysis, reporting of KPIs and maintenance of Call Centre technology.

MAIN RESPONSIBILITIES

Manage and develop efficient reporting systems to support and facilitate enhanced Contact Centre performance.

Track and monitor operational KPIs. Analyse historical performance, call volumes and operational statistics, seasonal variations and trends to drive improvements, efficiencies and cost controls.

Determine resource requirements in line with forecasted revenue, operational and service targets and objectives. e.g., ensuring inbound service level targets are met through efficient staffing, scheduling, daily monitoring and forecasting of call volumes and resource requirement.

Track, measure and report at required frequencies and formats, on key inbound and outbound contact centre performance metrics (conversions, revenue per call/contact etc).

Analyse, apply and develop incentive programs for individual contact centre agents, team leaders, to motivate towards achievement of sales revenue and operational targets.

Track, measure and report on the performance of individual marketing programs to ensure continued viability.  Provide feedback based on results as required.

Provide enhancements and ongoing maintenance to the Aspect Dialler solution and IVR systems. Also lead in projects to enhance systems or implement new.

Automation of Call Centre processes, procedures, workflows, best practices and quality control.

Monitor the data requirements for the Call Centre and provide recommendations to enable proactive strategies/solutions for improvements in trading and operational performance.

Report on any unusual trends to diagnose causes for performance shortfalls for operational management.

Create and maintain Call Centre technologies process log, internal SOPs.

Manage the relationship and performance of external telephony Vendors and ensure their timely and effective support (and meeting our Service Level Agreements).

SKILLS REQUIREMENTS

Tertiary qualifications.

Experience in managing data in a fast paced, dynamic environment for a medium sized organisation for at least 3 years.

3-5 years or more contact centre dialler SME experience (prefer Aspect however others considered).

Able to translate technical information to the lay person and vice versa.

Analyst experience in scoping business requirements and creating technical specification documentation desired.

Call volume forecasting and workforce management experience desired.

Strong organizational and analytical skills.

Ability to work under pressure and to deadlines.

Advanced skills with Microsoft Word, Excel, PowerPoint, and Access. Skills in other database applications advantageous.

This Position Description is intended to describe the general content of and requirements for the performance of this position. It is not to be construed as an exhaustive statement of duties, responsibilities or requirements. The incumbent acknowledges receipt of a copy of this Position Description.

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-12177

Other People Viewed

Maintenance Technician 3 - Pagosa Springs Resort

WD_US_WVO R-13977 Pagosa Springs Colorado United States 42 Pinion Causeway, Pagosa Springs, Colorado, United States, 81157 Maintenance Entry Level
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 15,000 associates is diverse and dedicated, caring and creative. Together we’re shaping the future of the times...

Marketing Representative

WD_US_WVO R-10247 Fairfield Glade Tennessee United States 100 Stonehenge Blvd, Fairfield Glade, Tennessee, United States, 38558 In House Marketing Entry Level
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 15,000 associates is diverse and dedicated, caring and creative. Together we’re shaping the future of the times...

In-House Marketing Coordinator - Wyndham Pagosa Springs

WD_US_WVO R-13981 Pagosa Springs Colorado United States 42 Pinion Causeway, Pagosa Springs, Colorado, United States, 81157 In House Marketing Entry Level
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 15,000 associates is diverse and dedicated, caring and creative. Together we’re shaping the future of the times...
Alert me about jobs like this

Not You?

Thank you for your interest please submit your application on the next page.