Wyndham Hotel Group, hotel giant with an unmatched global presence, is one of three hospitality business units of Wyndham Worldwide. We’re a hospitality powerhouse, with 19 iconic brands united by the most generous and simplest rewards program in the business, Wyndham Rewards.
We are driving the democratization of travel by transforming to deliver better value for the everyday traveler. We believe travelers deserve great experiences and real value, and our portfolio – including our strength in economy and midscale hotels – delivers that.
Our global portfolio consists of more than 8,000 hotels and over 697,600 rooms in 77 countries under the following brands: Dolce Hotels and Resorts®, Wyndham Grand®, Dazzler® Hotels, Esplendor® Boutique Hotels, Wyndham Hotels and Resorts®, Wyndham Garden® Hotels, TRYP by Wyndham®, Wingate by Wyndham®, Hawthorn Suites by Wyndham®, Microtel Inn & Suites by Wyndham®, Ramada®, Baymont Inn & Suites®, Days Inn®, Super 8®, Howard Johnson®, Travelodge® and Knights Inn®.
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.
Reporting to the Vice President of Global Contact Centers, the Director of Contact Center Operations has the full accountability for the vendor relationship. As the Director of Contact Center Operations, you will drive performance of the voice reservations functions handled by our outsourced vendors and optimize the effectiveness and cost efficiency of the various global locations while ensuring a high level of customer experience in a 24/7 environment. An integral part of the leadership team, you will establish meaningful and authentic partnerships with your peers and colleagues at all levels of the organization.
As the ideal candidate, you have over 7 years’ of experience as a leader and a contact center operations expert. You have a collaborative approach to building relationships and you have superior communication skills to influence other. You have the proven ability to successfully implement business initiatives and strategy. Your hands-on approach allows you to conduct analysis and you have demonstrated problem solving and decision-making skills. The customer experience is important to you and you will focus on how to improve our “reservation and loyalty experience”.
Strategic Planning and Operational Goals – Participate in strategic and operational planning and execute on these plans to achieve and enhance profitability, productivity, customer satisfaction and efficiency throughout contact center operations.
Outsource Vendor Management - Direct, develop, oversee and assess total job performance of the outsource vendors in the Wyndham Hotel Group. Oversee calibration sessions with the outsource vendors, listen to calls to validate/align QR scoring with outsource vendor, and identify trends and training requirements.
Analysis and Reporting - Active leader and/or participant on system/process projects. Analyze, develop and utilize tools to achieve overall department success.
Franchisee Engagement - Ensure all franchisees receive Count on Me! Service and satisfaction through professional and supportive interactions and effective resolution of escalated issues. This includes the resolution of franchisee and guest issues within a timely manner as well as ensuring all test call feedback is provided and appropriate recognition and/or coaching is delivered.
Financial – Achieve operational goals within budget by managing and controlling all variable and fixed expenses through the utilization of effective tools/methods that enhance the outsourcer’s performance. Goals can include revenue targets, transfers, adherence customer focus, absenteeism, variable costs per call.
- Minimum 7 years in a contact center leadership role of a Manager/Supervisor level
- Previous experience in the hospitality industry considered an asset
- Project Management experience considered an asset
- Demonstrated people management skills which have successfully motivated and enhance personal performance and development
- Highly developed communication with a demonstrated ability to work in a dynamic, continually evolving environment
- Solid knowledge of business/operational practices and procedures
- Solid analytical skills which result in sound decisions, solutions and recommendations
- Must possess excellent customer service, follow up and organizational skills