Director of Call Center Customer Experience
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 Director of Call Center Customer Experience for the Contact Centers reports directly to the Vice President of Global Contact Centers and is responsible for the development, implementation, monitoring and ongoing enhancements of the Contact Centers Quality Assurance Program. The Director will work with operational leaders to drive sales performance and provide an excellent customer experience within the budget requirements of the Contact Centers. This position will have a detailed understanding of six operational departments and their processes and systems: General Reservations, Wyndham Rewards, Customer Care, Central Lead Management (CLM), Request For Proposal (RFP) and Wyndham Distribution. The Director will partner with the operation teams to identify various analytical and operating elements that are essential to the ongoing management of a QA program.
Partner with six operational departments to identify the key drivers in delivering a great customer experience. Establish the quality standards for each department and define the performance metrics for these standards.
Determine the methods to measure and analyze the performance metrics. Use appropriate call monitoring techniques or technologies. Establish the evaluation methods and criteria. Monitor/report on the quality of contacts by interpreting and communicating the outcomes, trends and results of analysis to operational teams. Ensure calibrations are conducted regularly.
Gather feedback from the customer to measure their experience and optimize performance. Realign the QA program to drive performance. Continually assessing call/contact types to focus on high-value calls/contacts. Monitor industry trends for best practices.
Collaborate with operation teams and L&D to determine how to address areas of improvement/opportunity on an individual or team basis. Develop a detailed plan/approach to develop and maintain the customer experience skills.
Work on required projects and deliver on responsibilities/tasks to support new initiatives.
- Bachelor’s degree in a relevant field of work (Business, Hospitality, etc.)
- Minimum 7 years of Quality Assurance experience and program delivery
- Strong analytical skills – ability to analyze the root problem and identify a resolution
- Strong interpersonal skills – ability to resolve problems as a team player and act as a support resource in a professional manner
- Strong communication skills – written and oral
- Customer experience focus
- Time sensitive issue resolution and delivery
- Ability to work independently in a connected 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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