Manager, Owner Services NA

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.

Summary:

The Contact Center Manager for Club Wyndham Reservations manages all facets of the contact center operation. This position implements strategic department goals and standards, and oversees the supervising, training, coaching, development, scheduling and motivation of up to 100 employees in order to achieve established performance expectations. This position leads and champions effective departmental changes, and supports and encourages a positive, performance-based culture.

Responsibilities:

• Hire, train and manage staff and supervisors to reflect the Wyndham culture of service. Responsible for coaching, motivating and developing supervisors to achieve departmental goals within approved budget.

• Monitor staff work and track performance to maximize team effectiveness, development, and productivity. Take appropriate corrective disciplinary action as necessary. Oversee performance review process and Payroll for the department.

• Develops and implements operational plans of action to maximize team effectiveness and productivity.

• Collaborates with other local and domestic colleagues to develop and implement consistent initiatives across the WVC Contact Centers.

Minimum Qualifications:

• Bachelors degree preferred

• Four plus years management experience required, preferably with a team of 20 employees or greater

• Contact center industry experience and/or vacation planning experience is preferred

• Prior experience managing or exposure to in office and remote employees desired

• Proficient in Microsoft Office (Word, Excel, PowerPoint, and Outlook) and call center systems desired

• Excellent written and oral communication skills

• Detailed oriented and strong Analytical Skills

• Sound judgment and critical thinking skills

• Team and results oriented

• Ability to keep sensitive information confidential

• Provide exceptional customer service to owners and coworkers

• Establish and maintain strong working relationship with team and appropriate internal contacts.

• Comfortable managing in an environment of ambiguity

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.