Supervisor, Outbound - Owner Services

We Put the World on Vacation

Travel + Leisure Co. is the world’s leading vacation ownership and travel membership company, with a dynamic and growing portfolio of resort, travel club, and lifestyle travel brands. Our dedicated associates help the company achieve its mission to put the world on vacation. Innovation and growth keep our work interesting and fun. Every day is a chance to learn something new and turn vacation inspiration into exceptional experiences for millions of travelers worldwide.

 

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

How You'll Shine:

Employee Development:

• Track and analyze individual agent performance data

• Create development plans for each Counselor 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 agents

• 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

• Document performance conversations and take appropriate corrective action.

Program and Product Administration:

• 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

Administrative Duties :

• Provide assistance to other departments (RPM, Training, Human Resources, etc.) as required

• Assist in the selection of Counselor by conducting interviews

• Provide frontline technical assistance (passwords, computer/phone problems) to agents

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 leader and others in development process

What You'll Bring: 

• Preferred: Leadership Bench Experience, Emerging Leader

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

• Outbound Servicing Experience

•  2 years 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.

 

 

 

How You'll Be Rewarded:

We offer a diverse range of comprehensive health and welfare benefits to associates who work 30 or more hours per week to meet your needs and support you throughout your career with us. Certain benefits may be available to associates working fewer hours where required by applicable law. Travel + Leisure Co. benefits include:

Note: Temporary and/or seasonal associates are ineligible for Paid Time Off.

• Medical
• Dental
• Vision
• Flexible spending accounts
• Life and accident coverage
• Disability
• Depending on position, paid time off, parental leave and holidays (speak to your recruiter for additional information)
• Wish day paid time to volunteer at an approved organization of your choice
• 401k with employer match (subject to eligibility requirements, including tenure - speak to your recruiter for additional information)
• Legal and identify theft plan
• Voluntary income protection benefits
• Wellness program (subject to provider availability)
• Employee Assistance Program

 

Where Memories Start with You

Hospitality is at the heart of all we do at Travel + Leisure Co. Here, you’ll find an inclusive environment where we deliver excellence and take time to have fun, celebrate together, and support one another. We're always looking ahead to what’s next and how we can strengthen our business, its neighboring communities, and the customer experience. Join our global team and build a career 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.