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Supervisor, Contact Centre (PHL)

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Supervisor, Contact Centre (PHL)

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

PRIMARY OBJECTIVES:

  • Responsible for providing support to the Contact Centre department and actively contribute to the company vision of making holiday dreams come true.
  • Supervise, lead and provide support to the Contact Centre by overseeing the Inbound, Collections and Customer Resolution Consultants who service our customers via incoming calls as well responding to all customer correspondence. In leading the team to achieve group and individual targets it’s imperative to innovate to maximize the efficiency and productivity of the Consumer Finance Department.
  • Contribute to setting team goals and leading the team to achieve group and individual targets to maximize the efficiency and productivity of the Consumer Finance department. To identify Owner needs through statistics obtained from Contact Centre Officers and ensure our service is aligned to these needs. PRINCIPAL RESPONSIBILITIES: (Include but not limited to:)
  • Ability to learn quickly and follow department and company policies and procedures to carry out responsibilities in accordance with Legal and Compliance guidelines, particularly maintaining strict confidentially.
  • Actively take 2nd voice calls from staff who were not able to secure payment, payment arrangement or reach a resolution on the call.
  • 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
  • Analyse and improve processes.
  • Being an ambassador for the Consumer Finance department and working confidently with other senior company staff, managers and members of the executive team. Supporting the Management and leadership team within the Department.
  • Complete accountability and responsibility for the performance of all direct reports.
  • Complete understanding and efficient use of various systems used by the Department including but not limited to CSS; Brio; CMOD and Owner Database, or willingness to learn.
  • Comply with all OH&S Policy, procedures and any reasonable instruction given by the company.
  • Comprehensive education and training of staff to understand the Wyndham Vacation Clubs Asia Pacific product and Finance by Wyndham finance product and have adequate resources to provide a thorough service to owners. Recognizing and facilitating continued education to further their growth and development (including cross-training with other departments).
  • Consistently encourage examples of quality service and offer feedback to individuals on ways to improve.
  • Contribute to interviewing and recruitment of new/replacement staff.
  • Contributing to setting and reporting on individual/group statistic targets and KPI’s to provide indication of the performance and efficiency of inbound and outbound teams.
  • Demonstrating, promoting and encouraging the values and behaviours of Wyndham.
  • Display and execute Wyndham Destination Strategic Pillars, values, core competencies and service commitments to all internal and external parties.
  • Display innovation through inspiring, creating and improving processes and products
  • Display leadership values by ensuring effective communication and respecting your peers and managers. Support others within the team and empower each other wherever possible.
  • Formulating a monthly strategy, roster and plan together with their fellow Leadership for the Consumer Finance department to ensure complete phone, e-mail, task and account coverage.
  • Handle escalated issues/complaints following department policies and procedures to resolve an escalated owner issue. Taking responsibility of escalated issues/complaints whether by the owner direct or referred from another department, by clarifying and researching the cause of the escalated issue, selecting the best solution, expediting the correction and following up to ensure resolution. Following department policies and procedures when required to resolve an escalated owner issue. Working in conjunction with Owner Services and Customer Services to refer the more serious incidences which may have legal or compliance implications.
  • Identify training needs Performance development, management and review of staff.
  • Leading team meetings and encouraging active participation with relevant input and feedback.
  • Maintain a thorough understanding of company/department policies and procedures, Wyndham Destinations guidelines; regulations (per Governing Documents); Club Wyndham South Pacific Contract & Mortgage and relevant legislation including but not limited to Privacy Act; UCCC; Trade Practices; Bankruptcy, NCCP, Credit Reporting and the like.
  • Other duties as assigned.
  • Oversee the Customer Resolution Consultants who are responsible for hardships cases, customer feedback review and action, insolvency and escalations and complaints.
  • Performance development, management and review of the staff reporting to them. Assuming complete responsibility of the team members, including both positive feedback and disciplinary action (in liaison with the Manager).
  • Plan, assign and direct work to the Contact Centre team and ensure the completion of daily/weekly tasks to meet /exceed service level commitments.
  • Provide frequent, in person individual and team coaching
  • Quality and compliance audits as required
  • Regular call monitoring and recording and account monitoring of staff calls to ensure quality assurance from the department. Consistently encouraging examples of quality service and offering feedback to individuals on ways to improve.
  • Review of accounts to ensure consistency of work effort and making collections attempts as needed
  • Show integrity in all aspects of the position by doing the right thing, taking responsibility and delivering on the promise
  • Strong reconciliation; research and investigation skills
  • Work in conjunction with other departments such as Customer Care to resolve serious incidences which may have legal or compliance implications

KEY POSITION CRITERIA:

  • A drive for process improvement
  • Ability to learn quickly and follow department and company policies and procedures to carry out responsibilities in accordance with Legal and Compliance guidelines, particularly maintaining strict confidentially
  • Ability to manage inbound calls and team priorities to meet service level goals
  • Ability to partake in training and staff meetings during and after business hours if required.
  • Ability to take the initiative to represent the staff and department, willing to go “Above and Beyond” for colleagues and owners.
  • Ability to work autonomously in a fast paced environment and to meet team targets/timelines
  • Able to confidently convey department expectations, following up when these are not met.
  • An understanding of or willingness to learn the relevant regulatory credit risk framework under National Consumer Credit Protection Act 2009 (NCCP), Anti-Money Laundering (AML), Privacy Act Australia and New Zealand (Privacy) and Debt Collections.
  • Excellent time management and organisational skills with the ability to multi-task and delegate appropriately
  • Excellent verbal communication and professional telephone manner. Enjoy conversing on the phone, with the ability to actively listen, problem solve, and communicate with customers and fellow staff in a professional and courteous manner.
  • First-rate problem solving and negotiation skills, with experience in complaints management and conflict resolution
  • First-rate problem solving and negotiation skills, with experience in complaints management and conflict resolution.
  • Intermediate knowledge of Microsoft Office programs, including Access, Excel, Word & Outlook
  • Intermediate use of Microsoft Office programs.
  • Outstanding customer service skills. A genuine enthusiasm for customer service and helping supervise staff to encourage owners utilize their ownership by providing exceptional and personalized service
  • Practiced time management skills with the ability to multi-task and delegate appropriately.
  • Strong business acumen skills
  • Strong leadership with a positive demeanour to motivate staff and promote a positive team environment.
  • Strong reconciliation; research and investigation skills
  • Strong written word for concise and professional written correspondence with particular attention to detail (grammar, punctuation, spelling, etc.), accuracy of information and the ability to thoroughly document all processes

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-43904

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