We Put the World on Vacation

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. Our dedicated associates help the company achieve its mission to put the world on vacation. Innovation and growth keep our work interesting and fun. Every day is a chance to learn something new and turn vacation inspiration into exceptional experiences for millions of travelers worldwide.

Responsible for achievement of individual Guide productivity and service goals and objectives.  Accountable for ensuring a consistent and proper application of program/product information by Guides. Provide and create a motivational environment by demonstrating solid leadership skills.   Perform Program administrative tasks and reporting, daily, weekly and monthly.  Assists the Team Leaders with the overall day to day leadership of the teams. 

In addition, this individual holds responsibility for the people performance management cycle, organizational design and development as well as successions planning.

Job Responsibilities

Monitor individual Guide performance data providing coaching and feedback. Create development plans for each Guide that contain positive, creative, and effective ideas on ways they can improve their performance and service delivery.   Ensure guides understand and apply information presented during coaching sessions, formal and informal training sessions. Conduct informal training sessions as needed to introduce new products or enhancements. Monitor Guide calls and provide feedback to include written action plans and Performance Improvement Documentation. Perform daily, weekly and monthly administrative duties and reporting and assist Team Leader with overall leadership of the teams. Assist with phone calls and/or customer chats during peak volume times as well as ongoing to maintain proficiency in product knowledge and skills   Achieve and exceed of the forecasted sales, service levels and revenue targets for core and ancillary products as well as seeking additional revenue generating streams and opportunities  in line with business objectives for both Sales, inbound and outbound functions as well as online and offline KPIs. Effectively lead, develop and mentor the Operations Team Leaders, ensuring they are effective in their roles and have a consolidated focus towards achieving departmental objectives Ensure call centre policies and procedures are implemented, measured and adhered to in accordance with local compliance requirements Conduct analysis of results for the Call Centre (weekly, monthly, quarterly, YTD against prior year) to identify opportunities for revenue improvement and / or cost savings; Continually design and evaluate contact center operations and business plans and ensure effective implementation against approved company plans and budgets;

Travel Requirements

Not required

Minimum Requirements and Qualifications

State the specific levels of the following that are needed to perform the minimum duties of the job. 

• 2 Year post High School or equivalent experience
• Demonstrated management experience, well developed leadership and written and verbal communication skills
• Extensive understanding of Call Centre framework, metrics and dashboard with the ability to translate these data into action plans.
• Demonstrated high level business acumen with the ability to think strategically
• Proven leadership skills in a sales  and/or service environment to meet and exceed targets
• Strong internal and external customer service focus
• Demonstrated ability to work under pressure
• Possesses good written and oral communication skills
• Demonstrate active listening
• Ability to achieve Company and individual goals
• Basic Computer Skills
• Ability to work in multiple proprietary systems simultaneously, efficiently and effectively

Job experience

• 12 months of previous leadership, sales and customer service preferred

Complexity

Describe the following:

Level of decision making authority

• Associate is authorized to make some Customer Service related decisions, but compensation-related situations may require direction or input from the Leadership team.
• Requires complex levels of thinking to assess customer needs and service customers with multiple and complex products and systems.

Level of autonomy

• Associate is authorized to make some Customer Service related decisions, but compensation-related situations may require direction or input from the Leadership team.

The impact of his/her decision on the organization

• Errors impact member satisfaction, member retention, achievement of individual and company revenue goals, and future business.

Supervisory responsibility:

• Direct day to day leadership of team of 10-14 Travel Guides
• Direct day to day leadership of Team Leader

Scope/Financial Responsibility

• (Describe quantifiable measures that will help define the value of the job.  Examples include size of budget, business metrics, etc.  Also, describe the impact on revenue, profit or expenses by stating activities that could affect financial results)
• Associate is held accountable to meet team production metrics on a monthly basis to contribute to revenue with goals based set metrics
• Associate is held accountable for teams customer service standards to enhance customer experience to include After Call Survey (ACS) scoring metrics on Monthly Progress Report (MPR)
• Associate is held accountable for team’s productive time metrics as well as schedule adherence metrics to ensure maximum effectiveness while engaged on the phone with members. These metrics are measured on an ongoing basis monthly as part of the Monthly Progress Report (MPR) monthly scorecard.

Where Memories Start with You

Hospitality is at the heart of all we do at Travel + Leisure Co. Here, you’ll find an inclusive environment where we deliver excellence and take time to have fun, celebrate together, and support one another. We're always looking ahead to what’s next and how we can strengthen our business, its neighboring communities, and the customer experience. Join our global team and build a career where memories start with you.

We are an equal opportunity employer, and all applications will be considered for employment without attention to their membership in any protected class. If you require any reasonable accommodation to complete your application or any part of the recruiting process, please email your request to [email protected], including the title and location of the position for which you are applying.