Owner Services Reporting and Operations Specialist

Other Department
Job Role:
Other Role
Staff- Line level
Salary Description:
Wyndham Worldwide
Job Ref:

Owner Services Reporting and Operations Specialist What you'll do
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At Wyndham Destinations, it is all about our customers and our people! This opportunity will see you providing support to our continued growth with being a part of our Call Centre team within our Philippines office. ABOUT THE ROLE
The Owner Services Consultant will be supporting the Owner Services team in the development, implementation and maintenance of systems, reports and workforce management to deliver increased productivity, customer service improvements and opportunities to grow new Owner and upgrade sales. PRINCIPAL RESPONSIBILITIES: (Include but not limited to:)

- Manage Workforce Management (forecasting, scheduling, employee rosters, queue closures, analytics) for the Owner Services and Loyalty department, including identifying opportunities for productivity and customer service improvements.
- Manage the configuration, building and maintenance of reports as required, along with troubleshooting for the Tableau Platform as the subject matter expert.
- Produce Consultant and department performance reporting and analyse business data to identify opportunities for productivity and customer service improvement. Identify trends/root causes and take action to ensure desired results are achieved.
- Using your analytical skills conduct analysis to identify operational issues and staffing data (adherence, shrinkage, operations) and communicate findings to Management.
- Manage, and create where appropriate, Owner Services databases using Microsoft Access to assist with department efficiency and data management.
- Assist with Quality Assurance by regularly monitoring a variety of Owner Services and Loyalty calls as required, to ascertain the quality of service being offered by Consultants to Owners; to ensure Consultants are complying with department service standards.
- Act as subject matter expert for Owner Services and Loyalty for the Quality Assurance recording application and support IT as and when required.
- Act as the main point of contact for trouble shooting day to day operational and IT related issues impacting customer service and productivity.
- Act as ongoing operational support for projects and administrative tasks driven by, or associated with, Owner Services & Loyalty.
- Assist with maintaining internal/external support centres including the Knowledge Bank.
- Display innovation through inspiring, creating and improving processes and products.
- Assist with developing and reviewing processes associated with new company programs, promotions and initiatives to ensure feasibility, capability and alignment with customer service standards.
- Maintain service quality by ensuring all policies and procedures for Owner Services and Loyalty are current and being adhered to.
- Adhere to all policies and procedures relating to Workplace Health and Safety ensuring the safety of yourself and all other people who may be effected by your conduct in the workplace.
- Assist with inbound calls as and when required to support the servicing of Owners.
- Display a Count On Me! service to all internal and external parties.
- Display innovation through inspiring, creating and improving processes and products.
- Show integrity in all aspects of the position by doing the right thing, taking responsibility and delivering on the promise.
- Display leadership values by ensuring effective communication and respecting your peers and managers. Support others within the team and empower each other wherever possible


- Demonstrated experience within a workforce planning and/or operational analyst role
- Ability to work independently, take direction and work effectively as part of a team
- Proven interpersonal skills
- Ability to work accurately and quickly to meet deadlines
- Intermediate to advanced skills in Microsoft Office applications
- Advanced skills in Workforce Management applications
- Experience in developing reports & dashboards
- Experience with Tableau (preferred)
- Experience with HTML or word press (preferred)
- Intermediate skills in Reporting applications
- Demonstrated ability to work as a team player
- Strong proven analytical capability
- Demonstrated ability to multi task and coordinate a number of projects
- Demonstrated excellent organisation and communication skills

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

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