Call Monitoring Manager

Hotels Clubs and Spas
Customer Service
Department Head
Americas North and South
Salary Description:
Wyndham Worldwide
Job Ref:

Call Monitoring Manager
10 Nov 2016

Envision your career with one of the world's largest hospitality companies. With over 7,000 hotels, 145 Vacation Ownership Resorts, 200,000 rental units and more than 25,000 associates across six continents you'll discover the rewards of working in an energetic environment with caring colleagues. Rewards that include a career path with diverse opportunities, learning and mentorship. Wyndham Worldwide (NYSE: WYN) has been an industry leader in hospitality with almost $4 billion in revenues. Wyndham continues to expand and grow through industry leading efforts like Women on Their Way and Wyndham Green. While you may know our brands RCI, WorldMark by Wyndham, Ramada, Days Inn and Travelodge; there are many more aspects and companies to this leader in hospitality.
As one of FORTUNE Magazine's Most Admired Companies, Wyndham Worldwide is one family, one team of professionals who actively strive to provide our customers and each other with our signature Count On Me! Service promise. A promise to be responsive to needs, to be respectful in every way and deliver a great experience. It's more than a promise, at Wyndham it's been recognized as a commitment, visible in our awards including Newsweek's 100 Greenest Companies, DiversityInc's 25 Noteworthy Companies and Ethisphere Institute Lists of the World's Most Ethical Companies amongst others. Come and join our Wyndham Family and discover the rewards for your career.
Summary: The position manages all facets of the Call Monitoring (Count On Me) Operations and Associate Engagement for Owner Services. It implements strategic COM department goals and standards, and oversees the supervising, training, auditing and motivation of COM team to deliver accurate and actionable feedback and tools that will enhance COM service. The Position is also focused on driving engagement, including At Home engagement; working with business Operators to create and implement programs and activities that drive cultural engagement and an involved At Home workforce within Owner Services. Examples of some programs for At Home are social media, emails, newsletters, and town halls.
This position leads and champions effective departmental changes, supports and encourages a positive, performance-based culture.
Responsibilities: - Oversee hiring, training and coaching for COM team. Directly develop and train COM Supervisors to reflect the Wyndham culture of service, leading them on development of the staff. Create capacity plan for associates ensuring monthly commitments are delivered. Ensure staff is skilled and trained on queue they are monitoring - Create actionable tools and processes that narrow COM behavior gaps in associates and supervisors. (At Home and In Center) - Work with Operations Leadership to create engagement programs for At Home Associates, leveraging technology solutions. Communicate COM and other Contact Center accountabilities in a manner that generates excitement and participation from Associates and Operations Leaders - Calibrates with Operations Leaders on COM behaviors and scoring. Identify gaps in calibration and/or scoring and create solution around program changes or enhanced communication to clarify standards - Create tools to develop/support Supervisors leading remote teams - Oversee resolution of client issues to ensure satisfaction - Maintain awareness and ensure implementation of innovations, enhancements, and upgrades in technology to maximize productivity and efficiencies
Minimum Qualifications: - High school or GED required; 4 year degree preferred, masters a plus. - 4 years management experience, preferably with a team of 10 employees or greater - 2+ years of contact center industry experience and/or vacation planning experience is preferred - Trained in social media or other electronic communication platforms (Share-Point, WEB-EX, GOTOMeeting etc.) - Excellent written and oral communication skills - Detailed oriented - Strong Analytical Skills sound judgment and critical thinking skills - Team and results oriented - Ability to keep sensitive information confidential - Provide exceptional customer service to owners and coworkers as well as establish and maintain strong working relationship with team and appropriate internal contacts. - Comfortable managing in an environment of ambiguity - Proficient in Microsoft Office (Word, Excel, PowerPoint, and Outlook) and call center systems desired - Project management experience preferred Benefits: A career at Wyndham offers you great benefit opportunities with a competitive package of salary and bonus, benefits and recognition. In addition to great employee discounts on such travel related areas as hotel & lodging, car rentals & other goods & services, you will receive: - Medical/dental and vision care plans - A 401(k) program that matches dollar for dollar up to 6% of salary (to government max) - Programs that include Flexible Spending Accounts, short & long term disability, life insurance & educational assistance amongst others Along the way, you will have an opportunity to contribute to improving the world around us through our volunteer efforts and global sustainability program, Wyndham Green.

Contact Details:
Wyndham Worldwide
Tel: .
Contact: HR Department

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