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Supervisor, Title Services

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

Go Put the World on Vacation

 

At Travel + Leisure Co. our goal is simple: to put the world on vacation. We’re the world’s leading membership and travel company, with a portfolio of nearly 20 resort, travel club, and lifestyle travel brands. Our global team of associates brings hospitality to millions, turning vacation inspiration into exceptional travel experiences through our products and services: Wyndham Destinations, the largest vacation ownership company with 230 vacation club resort locations across the globe; Panorama, the world’s foremost membership travel business that includes RCI, the largest vacation exchange company, along with industry-leading travel technology, and membership travel brands; and Travel + Leisure Group, offering travel products and services all inspired by top online and print travel content, including travel booking platform BookTandL.com, subscription travel clubs and branded consumer products.

The Title Services Supervisor is responsible for leading, guiding and developing a team of approximately 15-30 Customer Service Specialists specializing in providing Customer Service solutions to WVO Title Services clients.  This includes owners and resale companies doing business with one of the timeshare products owned by Wyndham Vacation Ownership, such as CLUB WYNDHAM, WorldMark By Wyndham, and Shell Vacations Club.

Responsibilities include, but are not limited to:

Employee Development

  • Track and analyze individual agent performance data

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

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

  • Conduct informal training sessions of team members

  • Serve as a mentor for team members 

  • 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 Title Services processes and procedures

  • Resolve escalated servicing issues

  • Take supervisor calls from owners and handle until resolved

Administrative Duties

  • Provide assistance to other teams within Title Services as required

  • Assist in the selection of agents 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

Minimum Requirements and Qualifications

Education

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

Knowledge and skills

  • 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, PowerPoint.

Technical Skills

  • CSS/Mainframe, Microsoft Outlook, Excel, Word

Job experience

  • Minimum 2 years leadership experience in a Service or Contact Center environment; 3-5 years leadership experience a plus.

Unless there is a legal requirement, experience will be accepted for the education requirement.

A World of Inclusion

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-20998

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