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

Team Leader

Full Time | 2F-1 Business Center 9, Philexcel Business Park | Clark Freeport Zone | Pampanga | Philippines | 2023

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.

POSITION REPORTS TO:

Assistant Manager and Operations Manager

POSITIONS REPORTING TO THIS POSITION:

Call Centre Operators (CCO’s)

KEY RELATIONSHIPS:

  • Mini-Vac Call Centre Operators
  • QA & Trainers / Dialler Operator / Assistant Operations Manager / Operations Manager

PRIMARY OBJECTIVES:

Selling certificates for South Pacific Regional Sales Facilities especifically Australia and New Zealand market whilst leading your team to meet the designated team targets by supervising, coaching and motivating your employees.

PRINCIPAL RESPONSIBILITIES:

(Include but not limited to:)

  • Ensuring that guests who were sold certificates to for a Wyndham Vacation Resorts Asia Pacific Sales Presentation meet the qualification criteria.
  • Validate and ensure agents are following correct scripts and following the correct process.
  • Meeting the hourly and weekly (personal and team) allocated targets for your team as set by management based on the business needs.
  • Training new team members, and providing on-going training and development for existing team members. Quality Assurance of team calls, providing feedback and follow up coaching
  • Ensuring that leads are dropped for focus sites where we need to fill in to reach the budget. Always monitor the leadcount and review lead performance.
  • Regular Spiffs for focus sites and waves
  • Managing the performance of your team members including providing regular performance feedback and appraisals
  • Responsible for the submission or review of your team’s timesheets/ completing the hours in the database for reporting and payroll
  • Handling any client queries or complaints in a professional manner. Hold regular Team Meetings to increase motivation, belief and performance
  • Assist in daily admin tasks for the Mini-Vac campaign.
  • Adapting to changes and developing new ideas for improving methods of operation
  • Ensure that all reasonable directions given with regards to health and safety are followed, to not willfully place at risk the health and safety of yourself or any person in the workplace and to not willfully or recklessly interfere with or misuse anything provided for health and safety.
  • Display a Count On Me! service to all internal and external parties. 
  • Display innovation through inspiring, creating and improving processes and products 
  • Show integrity in all aspects of the position by doing the right thing, taking responsibility and delivering on the promise
  • Display leadership values by ensuring effective communication and respecting your peers and managers.  Support others within the team and empower each other wherever possible
  • Any other duties as may be reasonably requested by management

KEY POSITION CRITERIA:

  • Basic to intermediate computer skills, including previous experience using MS Word, Excel and Outlook
  • Exceptional telephone manner that is professional, friendly and clear
  • High level of written and verbal communication skills with the ability to effectively present information and respond to questions from groups of managers, co-workers and clients
  • Analytical skills including the ability to read analyse and interpret data, reports and procedures
  • High level organisational and time-management skills, combined with previous experience in multi-tasking
  • Numerical and statistical ability
  • Flexibility with working hours to suit department needs, including the ability to work Saturday’s, Public Holidays and extended shifts if required
  • Customer Service centric and outcomes focused
  • Positive, can-do attitude
  • Initiative and problem solving skills

Desirable Skills & Attributes

  • Previous experience with SalesForce System, or similar operating system
  • Previous experience in leading a team to meet and exceed targets
  • Previous experience coaching and developing individual and team performance

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-4193

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