[Hiring] Sales/Marketing Contact Center Supervisor @Travel + Leisure Co.

Role Description

As a Marketing Supervisor, you will bring your talent for leading and inspiring people through motivation, recognition, coaching, and development, with the purpose of driving excellence in sales and marketing performance for the Special Events department and Travel + Leisure.

How You'll Shine:

• Provide training and coaching sessions to help agents stay updated on product knowledge, sales skills, customer service skills & department policies and procedures.
• Help manage event and resort inventory by managing sales chats, bookings reports, and stock sheets.
• Create innovative and motivational programs and incentives to drive team performance and maintain morale.
• Implement accountability for agents not meeting the required performance standards, including formal corrective actions and terminations.
• Produce the required budgeted package sales to generate the tours necessary to accomplish established goals.
• Interact with support department such as the Event Support Team (Customer Service & Confirmations), business operations, payroll, and event coordinators to ensure fulfillment and care of packages sold by telemarketing reps.
• Complete call reviews and take assigned escalated calls from Special Events customers. Provide quick and satisfactory resolution to customer issues using guidelines provided by the leadership team. Provide superior customer service to both internal and external customers based on Wyndham's Hospitality with Heart values.
• Interviewing and hiring of candidates for available positions.
• Introduce new products, products, and operating procedures.
• Manage timecards, paid time off requests, access requests, hardware and software needs, and follow up on other employee needs as they arise.
• Any other reasonable duties as assigned by senior leadership.

Qualifications

• Willing to work a flexible schedule to suit the needs of the business, dependable attendance.
• Must possess strong customer service and sales skills.
• Track record of consistently converting leads to sales at rates that exceed departmental targets.
• Positive attitude, motivated, strong desire to earn personally and as a team.
• Ability to adapt to changing business needs.
• Trustworthy and dependable.
• Strong time management skills, disciplined.
• Ability to maximize team effort and results with a diverse staff.
• Excellent interpersonal and social skills.
• Innovation and solutions-based problem-solving skills.

Requirements

• High School diploma or equivalent required.
• College Degree or equivalent experience.
• Contact Center experience or Sales/Reservations environment equivalent.
• Leadership knowledge.
• Sales skills.
• All associates are responsible for ensuring that they remain up to date on all required courses.
• Auditing, coaching and mentoring new representatives.
• Enhanced Sales Performance: Utilize tools such as one on one coaching and controlling quality in efforts of providing feedback for agent development.
• Reporting: Provide and review concise reporting to monitor agent and business unit development.
• Training Programs: Communicate instructions and expectations of job duties. Provide follow-up training and group huddles for present and future business needs.
• Understand and drive the production environment: Can positively manage the challenge of production day in and day out.
• Must possess strong customer service skills.
• Proven sales and/or closing ability.
• Intermediate to advanced skills required in:
  • MS Outlook, MS Word, MS Excel.
  • SharePoint & AI Technologies.
  • Noble Telemarketing System.
  • Salesforce Data Management System.
• Minimum of 2 years call center, telemarketing, customer service experience in a contact center (preferably within Travel + Leisure Contact Center).

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 identity theft plan.
• Voluntary income protection benefits.
• Wellness program (subject to provider availability).
• Employee Assistance Program.