Water, Nature, Outdoors, Rock, Sea, Ocean

Team Leader

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Team Leader

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

  • Leading a team of representatives to proactively provide a 7 day service to WorldMark South Pacific Club Owners and selected WVRAP customers.

  • Maintaining a premium customer service culture and environment through, staff training and motivation to go ‘above and beyond’.

  • Lead by example by taking customer calls to assist with call queues and support the teams.

  • Clearly communicating to team members the company and departmental goals and objectives and engaging team members in the development of service standards and processes.

  • Ensuring bookings and administration are managed in accordance with statutory requirements of ASIC.

  • Participating in the development of individual and team targets in accordance with departmental objectives.

  • Monitoring the performance of service standards and implementing appropriate actions to overcome deficiencies.

  • Coach individuals to make immediate changes to their customer service approach as you see necessary

  • Maintaining motivation and training for staff to maximise conversion of incoming calls and on-line enquiries into confirmed bookings.

  • In conjunction with other key stakeholders, train staff on WVRAP and WorldMark programs, products and other services to enhance customers’ use of their WorldMark ownership.

  • Promote customers’ use of the on-line reservation and owner service system.

  • Pro-actively interacting with other team leaders and relevant stakeholders in the development of new initiatives and process improvements.

  • Responsible for  the recruitment, training and performance management of team members.

  • Assist in the resolution of customer queries by ensuring professional advice is provided to customers in relation to their enquiries and handling escalated customer complaints.

  • Taking responsibility of these complaints or concerns brought to the attention of the department, by clarifying and researching the cause of the escalated issue, selecting the best solution in accordance with company guidelines and relevant laws, expediting the correction and following up to ensure resolution.

  • Following department policies and procedures with offering compensation (reinstated credits, free night stays or other) when required to resolve an escalated owner issue.  Liaising with the Owner Service Superivsor or Customer Care department in relation to serious complaints or issues.

  • Manage all expenses on time and within budget.

  • Ensuring the team maintains accurate records of customer contact and administration.

  • Ensuring appropriate communication is maintained with WorldMark, affiliated resorts and other suppliers in relation to bookings and arrival information.

  • Ensuring payments associated with travel and reservations bookings within the team are administered correctly and that any errors and discrepancies are rectified.

  • Other duties as assigned by the Supervisor or Manager Owner Services

  • 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. 

  • 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. 

KEY POSITION CRITERIA:

  • Proven experience in leading teams in a call centre environment, responsible for the delivery of complex customer service solutions (including recruiting, training and performance management).

  • Demonstrated experience in handling difficult customer complaints, monitoring customer service standards and implementing training to improve service levels.

  • Displays strong leadership skills with demonstrated ability to engage team members and successfully implement significant changes to culture and responsibilities.

  • Experience in the accommodation or travel industry with an understanding of hotel yield management and techniques to maximise usage would be highly desirable.

  • Proven experience in the development of new initiatives and projects. 

  • Displays a positive, professional manner with the ability to represent the department at internal meetings and dealing with key relationships from all levels within the organisation.

  • Evidence of high level professional  communication skills in all aspects.

  • Intermediate knowledge of Microsoft Office programs, including Access, Excel, Word & Outlook. 

  • Displays positive demeanour and ability to work under pressure.

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-39043

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