Real Time Analyst

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:)

• Act as the real-time monitor for the Operations team by providing direction, guidelines and performance updates to hit service level goals

• Provide continuous interaction with Operations (leadership and the agents) to achieve service-level metrics with the intent of meeting deparment objectives.

• Execute forecasts and balancing volume to fulfill Service Level and Operational objectives

• Serve as contact for Service Level issues and resolution

• Provide periodic reports - real time and historical, containing performance data to support operations management in a customer service contact center

• Respond to Operations requests accurately and in a timely manner

• Manage the call volume, daily attendance and program break schedules

• Assist Reporting and Operations Specialist  in maintaining rosters and attendance records

• Work closely with the operations team to analyze and help improve their delivery processes

• Generate ideas for process and service improvement planning

• Creates thorough daiy intraday reports

• Produce daily, biweekly and monthly internal reports, that could be used for forecasting and SL improvement

• Use trends and reports to forecast requirements that can be provided to Reporting and Operations Specialist

• Display innovation through inspiring, creating and improving processes and products. 

• Maintain service quality by ensuring all  policies and procedures  for Owner Services and Loyalty are current and being adhered to.

• Adhere to all policies and procedures relating to Workplace Health and Safety ensuring the safety of yourself and all other people who may be effected by your conduct in the workplace.

• Display a Count On Me! service to all internal and external parties.

• 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

KEY POSITION CRITERIA:

• Demonstrate sound work ethic
• Minimum 1 year experience in an RTA role in a contact center environment
• Must have advance skills in Microsoft Office applications
• Attention to detail and high level of accuracy that can quickly meet deadlines
• Must have good time management with the ability to work with minimal supervision and under tight timelines
• Must be friendly and professional with a positive attitude
• Able to communicate professionally - oral and written
• Ability to take initiative
• Strong proven analytical capability

• Demonstrated ability to multi task and coordinate a number of projects
• Demonstrated excellent organisation and communication skills

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.