Director – Global Outsourced Contact Center

Industry:
Hotels Clubs and Spas
Department:
General Management/ GM
Level:
Top Management
Location:
Americas North and South
Salary Description:
Competitive
Posted:
08-Dec-16
Recruiter:
Wyndham Worldwide
Job Ref:
1615910

Director - Global Outsourced Contact Center
16 Nov 2016

Envision your career with one of the world's largest hospitality companies.

We provide a range of hospitality products and services through our global portfolio of world-renowned brands under our parent company, Wyndham Worldwide (NYSE: WYN).

Do you want to be part of a company ranked as one of the best places to work?

Wyndham Hotel Group is the world's largest hotel company based on number of hotels and is one of three hospitality business units of Wyndham Worldwide. As both a leading hotel brand franchisor and hotel management services provider, the company's global portfolio consists of nearly 8,000 properties and 678,000 rooms in 72 countries under the following brands: Dolce Hotels and Resorts ® , Wyndham Grand ® , Wyndham Hotels and Resorts ® , Wyndham Garden ® Hotels, TRYP by Wyndham ® , Wingate by Wyndham ® , Hawthorn Suites by Wyndham ® , Microtel Inn & Suites by Wyndham ® , Ramada ® , Baymont Inn & Suites ® , Days Inn ® , Super 8 ® , Howard Johnson ® , Travelodge® and Knights Inn ® . Wyndham Rewards, the company's guest loyalty program, offers more than 44 million members the opportunity to earn and redeem points at thousands of hotels across the world.

The Director, Global Outsourced Contact Centers reports directly to the VP, Global Contact Centers. This position is responsible to drive performance by holding our vendors accountable and partnering with others to achieve the desired customer experience. Prime accountability is the management of the voice reservations functions handled by outsource vendors globally for the Wyndham Hotel Group while ensuring an efficient and cost effective operation that offers a high level of customer experience in a 24/7 environment. The key relationships are with the WHG Contact Center Operation and Support teams as well as Outsourcing Partners, Directors of Operations Support, Customer Experience Departments and Brand Representatives. This is inclusive of partnering with the RPM team to manage daily operation; be proactive with others to development and implementation innovated and improved processes and procedures; and solidifying effective customer experience, brand relationships and relationships with the outsourcers.
Responsibilities: Strategic Planning and Operational Goals - Participate in Strategic and Operational Planning and execute on these plans to achieve and enhance profitability, productivity, customer satisfaction and efficiency throughout contact center operations. Collaborate to ensure that contact center operational goals/ priorities are aligned with all functions:

- Resource Planning & Management
- Learning, Development & Performance
- Human Resources
- IT and Telecom
- Finance Brand Teams
- Wyndham Rewards

Outsource Vendor Management - Direct, develop, oversee and assess total job performance of the outsource vendors in the Wyndham Hotel Group. This includes, but is not limited to, developing specific outsource location action plans, regular coaching, meetings, proactive communications and support to ensure their effective delivery of all KPI's outlined in the Statement of Work, report evaluation for performance trends. Oversees calibration sessions with the outsource vendors, listens to calls to validate/align QR scoring with outsource vendor, identify trends and training requirements.

Analysis and Reporting - Create and manage statistical reports as well as process improvements that can meet and exceed revenue targets. Active leader and/or participant on system/process projects. Analyze, develop and utilize tools to achieve overall department success.

Franchisee Engagement - Ensure all Franchisees receive Count on Me! Service and satisfaction through professional and supportive interactions and effective resolution of escalated issues. This includes the resolution of franchisee and guest issues within a timely manner as well as ensuring all test call feedback is provided and appropriate recognition and/or coaching is delivered. Manages all franchisee visits to the outsource vendor locations ensuring proactive communication and quality service is provided.

Financial: Achieve operational goals within budget by managing and controlling all variable and fixed expenses through the utilization of effective tools/methods that enhance the outsourcer's performance. Goals can include revenue targets, transfers, adherence customer focus, absenteeism, variable costs per call. Responsible for processing vendor invoice. Competencies

- Operations
- Relationship Building with onsite and remote partners
- Leadership
- Communication
- Problem Solving
- Elevated Decision Making
- Escalated Problem Resolution
- Business and Organization Aptitude
- Change Management
- Team Management and Development
- Innovation
- Fiscal and Revenue Management

Qualifications


- Minimum 7 years in a leadership role of a Manager/Supervisor level
- Must have prior Operations experience
- Previous experience in the hospitality industry and/or operations center considered an asset
- Project Management experience considered an asset
- Demonstrated people management skills which have successfully motivated and enhance personal performance and development
- Highly developed communication with a demonstrated ability to work in a dynamic, continual evolving environment
- Solid knowledge of business/operational practices and procedures
- Solid analytical skills which result in sound decisions, solutions and recommendations
- Must possess excellent customer service, follow up and organizational skills

Unless there is a legal requirement, experience will be accepted for the education requirement.

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

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