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Inbound Supervisor, Financial Services - Bilingual Japanese

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Inbound Supervisor, Financial Services - Bilingual Japanese

  • Central Location, Orlando, Florida, United States, 32821
  • Full Time
  • Wyndham Destinations

Put the World on Vacation

 

At Wyndham Destinations our mission is simple: to put the world on vacation. With a spirit of caring, creativity and fun, our teams help families and friends create memories that last a lifetime. As the world’s largest vacation ownership company and part of Travel + Leisure Co., we’re shaping the future of the travel industry.

Wyndham Destinations is currently recruiting qualified candidates for the open position of Supervisor, Financial Services- Bilingual Japanese. This supervisor position will motivate, coach, develop and counsel inbound team members to meet departmental goals and objectives. They will also identify and participate on process excellence initiatives and other assignments that support the company, employees and our customers.

Responsibilities include but are not limited to:

  • Supervise daily operations and ensure effective management of all resources to meet department goals. Goals include, but are not limited to, service level, average speed of answer, abandon rate, telephone call statistics and quality
  • Identify and administer coaching and action plans for department personnel. Coaching opportunities will include product knowledge, customer service and personal development
  • Assist with the reconciliation of escalated member issues presented within the department
  • Compose and facilitate monthly performance reviews. Reviews will document and provide goals for phone statistics, work quality, behavior and attendance. Responsible for providing regular updates to staff on statistical and quality performance
  • Participate on project/testing teams and six sigma teams working to create greater efficiencies. Working with various Wyndham entities to identify best practices for call center efficiencies
  • Promote a positive and safe work environment by ensuring that department and company policies are adhered to at all times. Reward or implement disciplinary action based on behavior and performance 
  • Assist with additional responsibilities that support the business, employees and most of all, our customers

Minimum Requirements and Qualifications:

  • One year of leadership experience in a call center environment
  • Three years customer service experience
  • Ability to effectively coach, mentor, and develop associates
  • Ability to work in a fast paced environment while handling multiple responsibilities
  • Excellent customer service skills
  • Must have strong interpersonal skills and work well with others
  • Must have excellent communication skills and the ability to develop the same in others
  • Good time management, problem-solving, and decision-making abilities are critical for this position
  • Must be detail-oriented
  • Must be able to work efficiently in an environment that experiences change on a regular basis while maintaining a positive attitude
  • Ability to speak, read and write in Japanese fluently

 Preferred Qualifications:

  • Bachelors degree
  • Process Excellence, Lean or Six Sigma training

A Place for Everyone

Hospitality is at the heart of all we do at Travel + Leisure Co., 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-26874

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