Reservation Sales Supervisor

Travel + Leisure Co.

About The Position

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. As a Supervisor in the Reservations department your primary responsibility will be to assist in the real-time management of the daily operations of the reservation department. We are looking for an individual, who will assist and coach and mentor each agent and leader from the corresponding team in an effort to teach them the proper way to respond to our customers, owners in a timely, professional manner, reducing package cancellations and increasing revenue, tours and VPG by utilizing outstanding communication skills, innovative thinking and promoting Wyndham’s Lead with Heart philosophy. This position is essential to provide leadership and guidance to each agent and maintain our arrival, revenue and tour volume. How You'll Shine Assist associates from the Reservations Team as needed with questions, bookings, escalations, customer service calls in a timely and efficient manner. Monitor and evaluate real-time floor performance to ensure service levels and abandon rates are kept within guidelines. Provide learning or coaching opportunities via live monitoring, call walking, call calibrations, role playing, team trainings, one-on-ones, and/or other methods as needed to ensure minimum performance expectations and departmental KPIs are met and exceeded. Assist in preparing reports and analyzing data to assist management as they determine call center goals Monitor and track attendance to ensure proper shift staffing at all times. Work with other supervisors and management to support agents and maximize customer satisfaction Provide team coverage during the absence of the Team Supervisor, adjust schedule as needed to ensure adequate shift coverage. Disseminate new processes to the rest of the leadership team and associates to ensure understanding and compliance Conduct team meetings, and trainings based when new information, new products, or new material is rolled out to ensure knowledge and understanding. Schedule residual training, departmental meetings, sales training, and computer training Only candidates from the Orlando, FL area (or within 50 miles) What You'll Bring 3-5 years of experience in sales and customer service Preferred 2-3 years in a supervisory role Proven self-starter with initiative and motivation Prior experience working in sales Time management skills High School Diploma or equivalent, college degree preferred Proficiency with multi-tasking Proven self-starter with initiative and motivation Prior experience working in sales Microsoft Office Knowledge and proficiency Salesforce or other CRM software Time management skills Ability to coach and train associates Flexible schedule including weekends and holidays How You'll Be Rewarded: We offer a diverse range of comprehensive health and welfare benefits to associates who work 30 or more hours per week to meet your needs and support you throughout your career with us. Travel + Leisure Co. benefits include: Note: Temporary and/or seasonal associates are ineligible for Paid Time Off. Medical Dental Vision Flexible spending accounts Life and accident coverage Disability Depending on position, paid time off, parental leave and holidays (speak to your recruiter for additional information) Wish day paid time to volunteer at an approved organization of your choice 401k with employer match (subject to eligibility requirements, including tenure - speak to your recruiter for additional information) Legal and identify theft plan Voluntary income protection benefits Wellness program (subject to provider availability) Employee Assistance Program 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. Travel + Leisure Co. is the world’s leading membership and leisure travel company offering vacation ownership, travel membership, and exchange programs. We provide outstanding vacation experiences and travel inspiration to millions of owners, members, and subscribers every year. We believe that all vacation moments start with our associates, and we’re proud of our global teams that turn vacation inspiration into exceptional travel experiences.

Requirements

3-5 years of experience in sales and customer service
Proven self-starter with initiative and motivation
Prior experience working in sales
Time management skills
High School Diploma or equivalent, college degree preferred
Proficiency with multi-tasking
Proven self-starter with initiative and motivation
Prior experience working in sales
Microsoft Office Knowledge and proficiency
Salesforce or other CRM software
Time management skills
Ability to coach and train associates
Flexible schedule including weekends and holidays

Nice To Haves

Preferred 2-3 years in a supervisory role

Responsibilities

Assist associates from the Reservations Team as needed with questions, bookings, escalations, customer service calls in a timely and efficient manner.
Monitor and evaluate real-time floor performance to ensure service levels and abandon rates are kept within guidelines.
Provide learning or coaching opportunities via live monitoring, call walking, call calibrations, role playing, team trainings, one-on-ones, and/or other methods as needed to ensure minimum performance expectations and departmental KPIs are met and exceeded.
Assist in preparing reports and analyzing data to assist management as they determine call center goals
Monitor and track attendance to ensure proper shift staffing at all times.
Work with other supervisors and management to support agents and maximize customer satisfaction
Provide team coverage during the absence of the Team Supervisor, adjust schedule as needed to ensure adequate shift coverage.
Disseminate new processes to the rest of the leadership team and associates to ensure understanding and compliance
Conduct team meetings, and trainings based when new information, new products, or new material is rolled out to ensure knowledge and understanding.
Schedule residual training, departmental meetings, sales training, and computer training

Benefits

Medical
Dental
Vision
Flexible spending accounts
Life and accident coverage
Disability
Depending on position, paid time off, parental leave and holidays (speak to your recruiter for additional information)
Wish day paid time to volunteer at an approved organization of your choice
401k with employer match (subject to eligibility requirements, including tenure - speak to your recruiter for additional information)
Legal and identify theft plan
Voluntary income protection benefits
Wellness program (subject to provider availability)
Employee Assistance Program