Supervisor, Outbound - Owner Services

Job Summary

The Outbound Supervisor is responsible for leading, guiding, and developing a team of Outbound agents specializing in assisting Club Wyndham and WorldMark Owners in achieving team productivity and service objectives.

About the Role

As an Outbound Supervisor, you will play a crucial role in the success of the team, ensuring that each member is supported and motivated to reach their full potential. Your primary focus will be on employee development, team management, and administrative duties.

Responsibilities

• Track and analyze individual agent performance data
• Create development plans for each Counselor containing 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
• Maintain an environment where excellence is rewarded, personal development encouraged, and high employee satisfaction levels
• Reward and recognize individual and team performance
• Understand, utilize, and enforce department and company policy, procedures, and standards
• Measure and improve productivity, conduct, and quality standards / expectations
• Document performance conversations and take appropriate corrective action
• Ensure agents properly use and communicate details of the Club Wyndham and WorldMark products and programs
• Resolve escalated servicing issues
• Take supervisor calls from owners and handle until resolved
• Provide assistance to other departments as required
• Assist in the selection of Counselors by conducting interviews
• Provide frontline technical assistance to agents

Requirements

• Preferred: Leadership Bench Experience, Emerging Leader
• High School Diploma or equivalent required with a 4-year college degree preferred
• Outbound Servicing Experience with 2 years of leadership experience preferred in a Service or Contact Center environment
• 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, and PowerPoint

Qualifications

• Preferred: Leadership Bench Experience, Emerging Leader
• High School Diploma or equivalent required with a 4-year college degree preferred
• Outbound Servicing Experience with 2 years of leadership experience preferred in a Service or Contact Center environment
• 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, and PowerPoint

Skills

• Leadership
• Team Management
• Employee Development
• Problem Solving
• Communication
• Administrative Duties

Benefits

Travel + Leisure Co. offers a diverse range of comprehensive health and welfare benefits to associates who work 30 or more hours per week. These benefits include:

• Medical
• Dental
• Vision
• Flexible Spending Accounts
• Life and Accident Coverage
• Disability
• Paid Time Off
• Parental Leave
• Holidays
• Wish Day Paid Time to Volunteer at an Approved Organization
• 401(k) with Employer Match
• Legal and Identity Theft Plan
• Voluntary Income Protection Benefits
• Wellness Program (subject to provider availability)
• Employee Assistance Program

Where Memories Start with You

We are an equal opportunity employer, and all applications 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@travelandleisure.com, including the title and location of the position for which you are applying.