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Supervisor, Contact Center, Bi-Lingual Spanish

  • Central Location, Las Vegas, Nevada, United States, 89169
  • 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.

Summary

The Bi-Lingual Spanish Contact Center Supervisor virtually supervises the work of generally 15-20 counselors.  This position motivates employees to deliver on department goals and standards, and is directly involved in the training, coaching, scheduling and motivation of staff in order to achieve established performance expectations.  The Supervisor is also responsible for building outstanding relationships with their employees while helping develop the employees towards their career goals.

Essential Job Functions

Responsibilities include, but are not limited to:

  • Supervise staff to reflect the Wyndham culture of service.  Responsible for coaching, motivating and developing staff to achieve departmental goals within approved budget.  Monitor staff work and track performance to maximize team effectiveness and productivity.  Take appropriate corrective disciplinary action as necessary. Implements performance review process.  Development of their employees and career development is essential to be successful.      
  • Oversee resolution of Owner issues to ensure owner satisfaction while minimizing the financial impact to the department.
  • Special Projects – Work with other departments to assist them with various projects they might have; help on Committees to set up events and create culture. (15% time)
  • Performs other duties as needed

Travel Requirements

Infrequent domestic travel is required; usually no more than once per year.

Minimum Requirements and Qualifications

Education

  • Bi-Lingual Spanish Required
  • High school diploma or GED required
  • 2 year Associates Degree preferred
  • 4 year college degree preferred

Training requirements

  • Must complete in person and/or virtual 8 week Product training once hired.

Knowledge and skills

  • Strong Leadership skills to aid in building a cohesive team as well as developing individuals
  • Strong communication both written and oral
  • Ability to prioritize and focus on critical metrics and tasks
  • Ability to work effectively across departments and regions
  • Detailed oriented, accurate and thorough
  • Able to work as a team with other contact center supervisors
  • Provides exceptional customer service
  • Ability to read and interpret documents such as guidelines, instructions and manuals
  • Ability to multi-task in a fast paced work environment
  • Ability to create an energetic virtual working environment that drives the right behaviors to attract and retain high performing customer service teams
  • Maintain and improve virtual contact center operations by monitoring performance, identifying and resolving problems, and initiating process improvement and quality assurance programs. 

Technical Skills

  • Ability to set-up hard equipment at-home
  • Ability to follow IT troubleshooting steps

Job experience

  • 2 years’ Experience in a Service or Contact Center environment required
  • 2 years of experience managing a virtual contact center environment
  • 2 years supervisory/management experience; preferably with a team of 10 employees or greater required
  • Proven track record of meeting and exceeding determined goals and objectives

 At home requirements

·   The Internet Service Provider (ISP) must provide the following:

o   Dedicated high speed internet connection (DSL or Cable only):

o   Minimum of 10 Mbps – Download

o   Minimum of 2 Mbps – Upload

o   <80 ms Latency/Jitter/Ping

High Speed Modem:

o   Contain at least 1 Local Area Network (LAN) Fast Ethernet port (i.e. 100 Mbs or greater)

o   Must be configured to provide a secure class private Home Network IP address via DHCP to any device connected into the modem LAN port(s)

·         Office:

o   Must be a dedicated & private room away from general living space

o   Free from noise and distractions

o   Suitable office furniture

·         Home Owners/Renters Insurance:

  • Provide a declarations page with proof of insurance for a minimum of $3,000 in Contents or Personal Property coverage for Wyndham equipment
  • Must be able to provide a subsequent renewal declarations pages annually

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-12685

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