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Travel Supervisor

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Travel Supervisor

  • Central Location, Orlando, Florida, United States, 32821
  • 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.

The Travel Supervisor is responsible for leading, guiding and developing a team of approximately 15 Travel Counselors in specific owner servicing disciplines (e.g.: Domestic and International Travel, Reservations, TravelShare, VPC Advisor, Sales incentives, Problem resolution, etc) in the achievement of team productivity and service objectives.

Responsibilities: 

                                                                    

Employee Development:

  • Track and analyze individual Counselor performance data

  • Create developmental plans for each Counselor that contain positive, creative and effective ideas on ways to improve performance

  • plans for each Counselor that contain positive, creative and effective ideas on ways to improve performance

  • Ensure  Counselors understand and apply information presented during internal training sessions, vendor presentations and vendor training programs.

  • Conduct training sessions with team members

  • Serve as a mentor to team members

  • Monitor Counselors as appropriate and provide frequent feedback

Performance Management:

  • Understand, utilize and enforce department and company policy, procedures and standards

  • Measure and improve productivity, conduct, and quality

  • Prepare and conduct monthly and annual reviews

  • Document performance conversations and take appropriate corrective action

 

Team Management:

  • Effectively communicate at the team and individual level

  • Conduct meetings on a regular basis

  • Maintain an environment where excellence is rewarded and personal development encouraged

  •  Maintain high employee satisfaction levels

  •  Reward and recognize individual and team performance

 

Program and Product Administration:

  • Ensure agents properly use and communicate details of the Club Wyndham products and services

  • Resolve escalated issues

  • Take escalated calls from owners and handle until resolved

Administrative Duties:

  • Provide assistance to other departments as required

  • Assist in the selection of Counselors by conducting interviews

  • Provide frontline technical assistance (passwords, computer/phone problems) to Counselors

  • Conduct tours of members who visit the contact center

 Personal Learning and Self-Improvement:

  • Assume full responsibility for leaning of new skills, systems, techniques, programs, etc.

  • Create and execute a development plan in conjunction with immediate Manager                          

  • Participate fully in coaching sessions with Manager                                           

Minimum Qualifications:

  • High School Diploma

  • Advanced problem-solving skills

  • Strong analytical skills including ability to review employee data and behavior to target coaching opportunities

  • Strong oral and written communication skills, ability to write professional letters using proper grammar and correct spelling, and confidence speaking in front of large groups

  • Ability to communicate with owners and internal customers in a courteous and professional manner

  • Ability to make appropriate decisions to solve owner problems

  • Maintain a positive, helpful demeanor under stressful circumstances.

  • Ability to negotiate solutions

  • Ability to listen while focusing on solutions

  • Basic knowledge of Word, Excel, PowerPoint and Apollo

  • 2 years supervisory/management experience; preferably with a team of 15 employees or greater

  • 2 years travel industry experience in a contact center environment

Preferred Qualifications:

  • 4 year college degree

  • 3-5 years leadership experience in a contact center 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-34776

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