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CM & OE Trainer

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CM & OE Trainer

  • 2F-1 Business Center 9, Philexcel Business Park, Clark Freeport Zone, Pampanga, Philippines, 2023
  • 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.

PRINCIPAL RESPONSIBILITIES (Include but not limited to:):

  • Deliver face to face induction and ongoing training for new hires and current employees.
  • Provide a weekly consultant report card outlining staff member abilities, progress and performance management concerns.
  • Regualrly monitor a variety on calls to ascertain re aulaity of service and compainace being offersed by constlants.
  • Assit in mamanging day to day troubleshooting of recording/QA system Open IQ.
  • Build consistent quality assurance programs across all depamrtnets  while contuing to strethen QA strategy
  • Meet regularly with CM/OE to discuss team and individual training needs and coaching support required for the teams.
  • Deliver regular face to face training for staff members as determined
  • Conduct training needs analysis to determine training requirements on a monthly, quarterly and annual basis.
  • One-on-one coaching of consultants on the floor side by side
  • Regularly monitor calls and identify opportunities for training.
  • Provide call evaluations for consultants as required.
  • Complete new hire set ups including but not limited to, Information Technology New User forms.
  • As required, assist with recruitment of new hires including but not limited to reviewing resumes, phone screening, face to face interviews and reference checks.
  • Lead by example by taking customer calls to assist with call queues when required
  • Schedule and co-ordinate training sessions in consultation with leadership
  • Provide assistance to CM/OE phone consultants and support the leadership team by being available for consultant questions.
  • Keep up to date with the most current information to ensure accurate information is being trained to consultants
  • evelop annual training and development plans for staff members to develop key competencies to deliver high quality customer service.
  • Develop appropriate training development program to enable appropriate cross-training of customer service staff.
  • Co-ordinate and deliver comprehensive induction training for all current and new staff members
  • Regularly monitor customer service calls and identify opportunities for training to enhance service delivery to customers.
  • Contribute to the ongoing development of high quality learning and development solutions
  • Promote courses on offer and provide direction and assistance to keep track of training registrations
  • Monitor and evaluate the effectiveness of in-house and external training programs
  • Utilise approved training and assessment tools, e-learning and other training delivery modules
  • Display a Count On Me! Service to all internal and external parties.
  • Display innovation through inspiring, creating and improving processes and products.
  • Show integrity in all aspects of the position by doing the right thing, taking responsibility and delivering on the promise.
  • Display leadership values by ensuring effective communication and respecting your peers and managers. Support others within the team and empower each other wherever possible.
  • Complete all administration duties within the required time frame including reporting on quality assurance and training needs .
  • Other duties as assigned by the Corporate Marketing / Owner Enhancement Leadership Team

KEY POSITION CRITERIA:

  • Experience in coaching and mentoring would be highly regarded.
  • Excellent presentation skills and be able to present in a clear, professional and confident manner.
  • Strong verbal communication skills, including ability to communicate in a professional and courteous manner.
  • Detail orientated
  • Prior experience as a trainer or presenter
  • Prior experience in design and implementation of training courses would be highly regarded.
  • Illustrates experience in handling difficult customer complaints, monitoring customer service standards and implementing training to improve service levels within a face to face presentation environment and over the phone.
  • Demonstrated experience in the accommodation or travel industry with working knowledge one or more of the following systems would be highly regarded – IRIS,Salesforce,Merlin.  
  • Intermediate to advanced knowledge of Microsoft Office programs, including, Excel, Word, Powerpoint & Outlook
  • Displays a positive, professional manner with the ability to represent the department in project teams, dealing with key relationships from all levels within the organization and the ability to work under pressure
  • Be supportive of co-workers, liaise with members of staff at all levels to solve problems and maintain a positive demeanour
  • Ability to take direction and carry out responsibilities in accordance with company policies and any applicable laws.
  • Is trustworthy and has the ability to work unsupervised
  • Exceptional time management and organisational skills.
  • Must possess a Professional image at all times while presenting at workshops and dealing with Sales teams and Resorts.
  • Understands link between customer service ann company profitability and must be an advocate for Wyndham Destinations and be a team player willing to contribute to a positive working environment.

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-42638

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