Call Center Supervisor

Hotels Clubs and Spas
Administration and Secretary
Supervisory level
Americas North and South
Salary Description:
Wyndham Worldwide
Job Ref:

Call Center Supervisor
21 Nov 2016

Wyndham Vacation Ownership is currently seeking a Title Services Supervisor in Orlando, Florida. The supervisor is responsible for leading, guiding and developing a team of approximately 15-30 Customer Service Specialists specializing in providing Customer Service solutions to WVO Title Services clients. This includes owners of and resale companies doing business with one of the timeshare products owned by Wyndham Vacation Ownership, such as CLUB WYNDHAM, WorldMark By Wyndham, and Shell Vacations Club. Job responsibilities include, but are not limited to:
Employee Development

- Track and analyze individual agent performance data
- Create development plans for each agent 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
- Monitor agents as appropriate and provide feedback, which encourages development

Team Management

- 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

Performance Management

- Understand, utilize and enforce department and company policy, procedures and standards
- Measure and improve productivity, conduct, and quality standards / expectations
- Prepare and conduct monthly and annual performance reviews
- Document performance conversations and take appropriate corrective action.
- Resolve escalated servicing issues
- Participate fully in coaching sessions and partner with immediate supervisor and others in development process

Performs other duties as needed

- High School Diploma or equivalent required
- 4-year college degree preferred
Knowledge and skills

- 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, PowerPoint.
Technical Skills

- CSS/Mainframe, Microsoft Outlook, Excel, Word
Job experience

- Minimum 2 years leadership experience in a Service or Contact Center environment; 3-5 years leadership experience a plus.
Unless there is a legal requirement, experience will be accepted for the education requirement. Envision your career with one of the world's largest hospitality companies. Wyndham Vacation Ownership, a member of Wyndham Worldwide's (NYSE: WYN) family of companies, is the world's largest vacation ownership business, as measured by the number of vacation ownership resorts, individual vacation ownership units and owners of vacation ownership interests. Wyndham Vacation Ownership develops, markets and sells vacation ownership interests and provides consumer financing to owners through its five primary consumer brands, CLUB WYNDHAM, WorldMark by Wyndham, Wyndham Vacation Resorts Asia Pacific, Shell Vacations Club and Margaritaville Vacation Club®. As of December 31, 2014, we have developed or acquired more than 200 vacation ownership resorts in the U.S., Canada, Mexico, the Caribbean and the South Pacific that represent more than 24,000 individual vacation ownership units and more than 900,000 owners of vacation ownership interests. Wyndham Vacation Ownership is headquartered in Orlando, Fla., and is supported by more than 17,000 associates globally.

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, Diversity Inc'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.


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.

Come and be part of One Family, One Team, One Company . . . Wyndham

People Make the Difference

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

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