Reservations Sales Supervisor

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
• 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
• Ability to coach and train associates
• Flexible schedule including weekends and holidays