Supervisor, Outbound – Owner Services

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🐊 Florida, Nevada, +2 more states – Remote

🐊 Florida – Remote 🎰 Nevada – Remote 🏰 Missouri – Remote 🌴 South Carolina – Remote

⏰ Full Time

🟢 Junior

🟡 Mid-level

🚫👨‍🎓 No degree required

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Travel + Leisure Co.

WebsiteLinkedInAll Job Openings

10,000+ employees

Founded 2021

👥 B2C

B2C • Hospitality

Travel + Leisure Co. is the world’s leading vacation ownership and travel membership company with a dynamic and growing portfolio of resort, travel club, and lifestyle travel brands. The company provides various benefits including wellness, travel discounts, and career development opportunities. It operates globally, focusing on resort operations, corporate sales and marketing, and offers comprehensive benefits to its employees.

📋 Description

• Track and analyze individual agent performance data • Create development plans for each Counselor that contains positive, creative and effective ideas on ways they can improve their performance • Ensure agents understand and apply information presented during formal training sessions • Conduct informal training sessions of team members • Serve as a mentor for agents • Monitor agents as appropriate and provide feedback, which encourages development • Effectively communicate, at the team and individual levels • Conduct team meetings on a regular basis • Maintain an environment where excellence is rewarded, personal development encouraged • Maintain high employee satisfaction levels • Reward and recognize individual and team performance • Understand, utilize and enforce department and company policy, procedures and standards • Measure and improve productivity, conduct, and quality standards / expectations • Document performance conversations and take appropriate corrective action. • Ensure agents properly use and communicate details of the Club Wyndham and WorldMark products and programs • Resolve escalated servicing issues • Take supervisor calls from owners and handle until resolved • Provide assistance to other departments as required • Assist in the selection of Counselor by conducting interviews • Provide frontline technical assistance to agents • Assume full accountability for learning of new skills, techniques, programs, etc. • Create and execute a development plan in concert with immediate Manager • Participate fully in coaching sessions and partner with immediate leader and others in development process

🎯 Requirements

• Leadership Bench Experience, Emerging Leader • High School Diploma or equivalent required with 4-year college degree preferred. • Outbound Servicing Experience • 2 years leadership experience preferred in a Service or Contact Center environment. • Self-motivated, high energy, principled-based leadership qualities. • Ability to develop and motivate staff. • Sound judgment and critical thinking abilities. • Ability to prioritize and multi-task in a fast-paced environment. • Strong analytical skills including ability to review employee data and behavior to target coaching opportunities. • Demonstrated strong oral and written communication skills including confidence speaking in front of large groups. • Working knowledge of Microsoft Excel, Word, and PowerPoint.

🏖️ Benefits

• Medical • Dental • Vision • Flexible spending accounts • Life and accident coverage • Disability • Paid time off, parental leave and holidays • Wish day paid time to volunteer at an approved organization • 401k with employer match • Legal and identity theft plan • Voluntary income protection benefits • Wellness program • Employee Assistance Program