Nature, Outdoors, Horizon, Sky, Sphere, Cloud

Team Leader, Customer Care

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Team Leader, Customer Care

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

Put the World on Vacation

At Panorama our mission is simple: to put the world on vacation. As the world’s foremost membership travel business and part of Travel + Leisure Co., we bring a broader perspective through our brands, including RCI, the largest vacation exchange company, 7Across, Love Home Swap, the Registry Collection, @Work International, and the Alliance Reservations Network. Together we’re shaping the future of the travel industry as we deliver new vacation possibilities.

MAIN RESPONSIBILITIES

Leadership:

  • Act as an influencer to drive and execute common business initiatives demonstrating agreed leadership qualities.
  • Drive company philosophies and culture in line with global and regional expectations.
  • Be a valued participant and voice of the operational leadership team.

Operations Management:

  • Manage the Customer Care team effectively to achieve and exceed telephone service benchmarks.
  • Undertake inbound and outbound call activity to ensure the successful fulfilment of requests and/or service obligations, in a fair and consistent manner.
  • Ensure compliance with all workplace policies and procedures.
  • Achieve service levels as outlined by Operations management including, but not limited to; adherence & occupancy, service levels, acceptance levels, complaint resolution SLA’s and quality assurance.
  • Conduct analysis of monthly results to identify opportunities for revenue improvement and/or cost savings.
  • Attend departmental meetings to discuss initiatives and/or business results as requested.
  • Communicate and provide feedback to Operations Manager regarding individual and team performance, training requirements, staff issues and/or general operational information.
  • Identify and implement process improvements to ensure the Customer Care team remains efficient with best practices.
  • Ensure the Customer Care processes and procedures are documented and reviewed on a regular basis to ensure they remain current and effective.
  • Participate in Global calls and projects that pertain to the Customer Care team.
  • Liaise collaboratively with key internal and external stakeholders to render support effectively, and ensure expectations are met and/or exceeded.
  • Any other duties as required and/or directed.

People Management & Development Cycle

  • Models the way in living out organisation’s values and philosophies.
  • Recruit, coach, motivate and mentor team, developing to deliver KPIs and  objectives including sales performance, revenue,  attendance and time keeping, quality and training, technology deployment, organizational change information and general RCI business communication.
  • Ensure the Customer Care team achieves SLA’s and key performance areas.
  • Conduct QA analysis of Customer Care Consultants.
  • Conduct fortnightly one to one’s with team members.
  • Provide on-going coaching and development to new and existing Customer Care team members.
  • Conduct mid-year reviews and monthly performance reviews with the Customer Care team.

Skills Requirements

  • Strong ability to multi-task and prioritise.
  • Ability to work independently with minimal supervision and use initiative.
  • Assertive, flexible and enthusiastic.
  • Proven problem solving, conflict resolution and decision making ability.
  • Demonstrated experience in handling difficult customer complaints, monitoring customer service standards and implementing training to improve service levels.
  • Highly effective verbal and written communication skills.
  • Displays strong leadership skills with demonstrated ability to engage team members and successfully implement significant changes to culture and responsibilities.
  • Ability to make decisions confidently and assertively and effectively communicate with all key stakeholders, externally and internally.
  • Strong focus on customer service.
  • Proven subject matter expertise in holiday ownership, timeshare exchange and/or experience in the accommodation or travel industry is highly desirable.
  • Exposure to project work and/or taking on additional responsibilities.
  • Ability to develop positive working relationships with team members and management.
  • Excellent time management and organisational skills.
  • Ability to work shifts, including Saturdays as required.
  • Ability to maintain a high level of confidentiality.

Qualifications & Working Experience

  • Degree qualifications preferred.
  • Certificate (or higher) in Hospitality / Tourism desired.
  • At least 5 years of experience in managing a team in a customer service role preferably from the travel-related industry or a Contact Centre environment.

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-24940

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