Water, Sport, Sports, Boat, Transportation, Vehicle, Swimming, Diving, Diver, Outdoors

Reservations Supervisor

Reservations Supervisor

  • Central Location, Orlando, Florida, United States, 32821
  • Customer Service - General
  • Full Time
  • Wyndham Destinations

Put the World on Vacation

At Wyndham Destinations our mission is simple: to put the world on vacation. With a spirit of caring, creativity and fun, our teams help families and friends create memories that last a lifetime. As the world’s largest vacation ownership company and part of Travel + Leisure Co., we’re shaping the future of the travel industry.

As a Supervisor in the Reservations department at our Marketing Contact Center your primary responsibility will be to assist in the real-time management of the daily operations of the reservation, customer service and activation departments.  We are looking for an individual, who will assist and coach and mentor each agent and leader from the corresponding teams in an effort to teach them the proper way to respond to our owners and potential owner needs in a timely, professional manner, reducing package cancellations and increasing revenue, tours and VPG by utilizing outstanding communication skills, innovative thinking and promoting Wyndham’s COM philosophy.  This position is essential to provide leadership and guidance to each agent and maintain our arrival, revenue and tour volume.

Essential Job Functions

Responsibilities include, but are not limited to:

  • Assist associates from the Reservations, Activations and Customer Service Teams as needed with questions.

  • Monitor and evaluate real-time floor performance for the three teams.

  • Provide learning or coaching opportunities to all agents from all Reservations teams, if necessary to ensure daily goals are achieved and service level standards met.

  • Assist in preparing reports and analyzing data to assist management as they determine call center goals.

  • Work with other supervisors and management to support agents and maximize customer satisfaction.

  • Provide team coverage during the absence of the Team Supervisor.

  • Disseminate new processes to the rest of the leadership team and associates to ensure understanding and compliance.

  • Assist with approving time off requests and the development of schedules with agents each month to ensure call center objectives are covered.

  • Assist in the development of creating training documents that support call center operations.

  • Schedule residual training, departmental meetings, sales training, and computer training

Minimum Requirements and Qualifications

Education

  • High School Diploma or equivalent

Knowledge and skills

  • Proficiency with multi-tasking

  • Proven self-starter with initiative and motivation

  • Prior experience working in sales

  • Time management skills

  • Ability to coach and train associates

Technical Skills

  • Microsoft Office

  • Salesforce or other CRM software

Job experience

  • 3-5 years of experience in customer service

  • Preferred 2-3 years in a supervisory role

  • Proven self-starter with initiative and motivation

  • Prior experience working in sales

  • Time management skills

Benefits:

  • Hybrid schedule

  • Medical/dental and vision care plans within 30 days of employment

  • Paid Time Off, Sick Time

  • Dynamic, fun and inclusive culture

  • Career progression opportunities

  • Supportive and caring leadership team

  • Best in Class Training

  • 401(k) program with company match

  • Tuition and Certification Reimbursement

  • Travel discounts to stay at our beautiful hotels and resorts worldwide

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-57179

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