Call Centre Manager (Jap/Eng)

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.

Go Where Opportunity Is Everywhere.  

At Wyndham Destinations, every day is an adventure where drive meets opportunity. Wherever you want to take your career, let’s get there together.

We are seeking an experienced Contact Centre Manager (Jap/Eng) to join our team!
 

How You’ll Shine

Drive the company vision of “To put the world on vacation” by leading, training and motivating the Corporate Marketing Contact Centre team based in Tokyo through sales marketing campaigns via both phone & channel platforms. The manager will ensure that both individual and team performance meet personal and departmental KPIs, as well as broader organisational objectives. They will provide ongoing support and guidance to call center staff, clearly communicating and reinforcing these goals.

• Proven experience in delivering online sales across multiple customer contact channels, including phone, email, web/live chat, and social media.

• Essential experience in channel sales strategies.

• Preferred experience with CRM platforms. Identifying best practices, processes and systems and driving a continuous improvement environment.

• Employing a sound dispute resolution process to address customer complaints

• Results-driven professional.

• Ensure sales targets and KPI’s are continually reviewed, and expectations are met

• Develop strategies to meet or exceed sales targets

• Develop strategies to increase sales and meet or exceed sales targets. - Monitor and evaluate call center performance, ensuring high-quality customer service and adherence to company policies and procedures

What You'll Bring

• Fluent in Japanese, with strong verbal communication & reading and writing skills.

• Excellent communication, engagement and development of people skills.

• Strong experience in online sales, with demonstrated success in meeting or exceeding sales targets in a dynamic environment. Experience with CRM and engagement platforms for seamless customer journey management.

• Supervise daily operations and personnel, aiming for maximum efficiency and cost-effectiveness.

• Implementing the strategic direction and change

• Building and maintaining effective internal and external stakeholder relationships

• Monitor and evaluate contact center performance, ensuring high-quality customer service and adherence to company policies and procedures
   

How You’ll Be Rewarded

• Build your career with a value-driven organisation that promotes continual growth and development for its people. Some of our many benefits on offer include:

• Newly-refurbished modern office space

• Professional development funding

• Discounted hotel stays across Australia, Fiji, New Zealand

• Subsidised private health cover upon successful completion of probation

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.