Supervisor, Sales/Marketing Contact Center

Responsibilities

• Provide training and coaching sessions to help agents stay updated on product knowledge, sales skills, customer service skills & department policies and procedures.
• Create innovative and motivational programs and incentives to drive team performance and maintain morale.
• Implement accountability for agents not meeting the required performance standards, including formal corrective actions and terminations.
• Produce the required budgeted package sales to generate the tours necessary to accomplish established goals.
• Interact with support department such as the Event Support Team (Customer Service & Confirmations), business operations, payroll, and event coordinators to ensure fulfillment and care of packages sold by telemarketing reps.
• Complete call reviews and take assigned escalated calls from Special Events customers. Provide quick and satisfactory resolution to customer issues using guidelines provided by the leadership team.
• Provide superior customer service to both internal and external customers based on Wyndham's Hospitality with Heart values.
• Interviewing and hiring of candidates for available positions.
• Introduce new products, products, and operating procedures.
• Manage timecards, paid time off requests, access requests, hardware and software needs, and follow up on other employee needs as they arise.
• Any other reasonable duties as assigned by senior leadership.

Qualifications

• Education: High School diploma or equivalent required, College Degree or equivalent experience preferred.
• Training: Contact Center experience or Sales/Reservations environment equivalent, Leadership knowledge, Sales skills.
• Knowledge and Skills: Enhanced Sales Performance, Reporting, Training Programs, Understand and drive the production environment, Innovation and solutions-based problem-solving skills.
• Job Experience: Minimum of 2 years call center, telemarketing, customer service experience in a contact center, preferably within Travel + Leisure Contact Center.

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 and holidays
• Wish day paid time to volunteer at an approved organization of your choice
• 401k with employer match (subject to eligibility requirements)
• Legal and identity theft plan
• Voluntary income protection benefits
• Wellness program (subject to provider availability)
• Employee Assistance Program