Call Center Supervisor

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.

PRIMARY OBJECTIVES:

Responsible for setting appointments, selling and booking Mini-Vacation packages for the guests that will attend the preview of Club Wyndham Asia Membership by Club Wyndham.

• Direct, supervises and coordinates the activities in Call Center department.
• Develop and implement procedures for proper handling in and out going telephone calls, facsimile transmission, rental equipment, lease telephone lines and other telecommunication services.
• Investigate complaints regarding the Call Center services and the Operators and technicians, take appropriate actions.
• Develop working plans to carry out goals, compares actual achievements against goal periodically, take necessary corrective actions.
• Organize and conducts regular meeting for all Call Center staff to facilitate communication and a smooth operation.
• Manage and monitor the operation of all equipment’s, software, hardware and endure all units are working and installed properly.
• Ensure all Call Center equipment’s are covered by the correct maintenance contract and the preventive maintenance is performed.
• Maintain up to date list of all Call Center equipment.
• Monitor the performance of PABX/Voice Mail/Call Accounting software and maintain logbook of equipment performance report.
• Investigate and report software problem to Vendors, coordinate interface problem solving with the hotel IT Manager.
• Maintain suitable record to process telephone calls in the billing system, and to maintain record of the room status up to the Brand minimum standards.
• Maintain user documentation, PABX system reports, telephone list, and numbering plan leases agreement on rental lines, maintenance contract and local licenses.
• Perform PABX data-base programming and regular service change to control class of service on all telephone sets in the hotel.
• Prepare and control departmental budgeted.
• Perform related duties and special projects as assigned.
• Conduct shift briefings to ensure hotel activities and operational requirements are known.
• Prepare efficient work schedule for Call Center staff, arranging holidays, vacation, taking occupancy and forecasts and any large group movements into consideration.
• Work with Superior and Human Resources on manpower planning and management needs.
• Work with Superior and Director of Finance in the preparation and management of the Department’s budget.

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 MyCareer@travelandleisure.com, including the title and location of the position for which you are applying.

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