Contact Center Program Account Manager
Wyndham Rewards, ranked number one hotel rewards program for 2016-2017 by U.S. News & World Report, offers more than 50 million members the opportunity to earn and redeem points at more than 25,000 hotels, condos and homes globally.
The Contact Center Program Account Manager will serve as the primary contact for the franchisee and liaison for internal groups for the program. The role will maintain the necessary relationships for the program, while driving performance metrics and hotel/customer satisfaction for the participating properties. This role will analyze, track, and present results and recommendations to the properties. Additionally, this position will provide performance reporting to WHG regarding program and property results.
- Manage relationship and communication of the program between the property and WHG.
- Manage the relationship and communication between the program and the Contact Center Organization.
- Manage the communication with internal groups.
- Manage regular touch points with the properties to drive optimal performance.
- Provide support and guidance to the property with any questions or concerns.
- Manage the processes to ensure that internal groups are performing the tasks necessary and on schedule to bring properties onto the service.
- Liaison for internal groups.
- Manage the onboarding process with the property.
- Manage the onboarding process for the service relating to all internal groups.
- Bachelor’s degree or equivalent work experience
- 3+ years of Contact Center Operations or similar work experience
- 3+ years of Hotel Operations experience or similar work experience
- Revenue Management experience/knowledge is a plus
- Strong proficiency in MS Office
- Strong written and verbal communication skills
- Strong time management skills are a must
- Ability to multi-task in a fast paced environment
If you require a reasonable accommodation to complete an application please email your request to Mycareer@Wyn.com and provide the job title and location to which you are applying.
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