Reservation Sales Supervisor

Wyndham Hotels & Resorts•Tallahassee, FL

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.

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