Sr Agent, Outbound

We Put the World on Vacation

Job Summary

The Outbound Senior Agent will perform normal associate expectations in which ever department they are part of. Moreover, they will help support contact center operations leadership by helping, mentor, and motivate contact center both new hire and designated associates for their prospective departments. They will also serve as an area of bench strength for future supervisor positions. Lastly, this position will model and strengthen Wyndham Contact Center engagement culture, with the goal of decrease turnover, raising efficiencies and gaining greater buy in from all associates.

How You'll Shine
Responsibilities include, but are not limited to:
• Maintain and exceed minimum performance standards necessary for this role. Operate in their normal associate band functions for which ever department they are apart of. (85%)
• Mentor newly hired representatives to ensure a smooth transition from learning environment to daily production environment and participate in providing formal coaching, one-on-one sessions, group sessions during their initial 30-day onboarding period (15%)

What You'll Bring

Minimum Requirements and Qualifications

Education

High School diploma or equivalent

Training requirements
• Contact Center experience or Sales/Reservations environment equivalent.
• Leadership knowledge
• Sales skill
• All associates are responsible for ensuring that they remain up to date on all required courses.
• Auditing, coaching and mentoring new representatives.

Knowledge and skills
• 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.
• Willing to work a flexible schedule to suit the needs of the business
• Must possess strong customer service skills
• Proven sales and/or closing ability

Technical Skills
• MS Outlook, MS Word, MS Excel
• SharePoint & AI Technologies
• Noble Telemarketing System
• Salesforce Data Management System

Job experience
• Minimum of 1 year call center, telemarketing, customer service experience in a contact center, (preferably within Wyndham Contact Center)

Experience equivalent to the education requirement may be accepted in lieu of the education requirement.

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.