Director, Vendor Contact Centers
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Director, Vendor Contact Centers

Wyndham Hotels

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Director, Vendor Contact Centers

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Wyndham Hotels & Resorts is now seeking a Director, Vendor Contact Centers to join our team.

Why Wyndham?

By joining Wyndham Hotels & Resorts, you will play an integral role in our mission to make hotel travel possible for all. You’ll be part of the largest hotel franchise company in the world, where we strive to deliver the best value to our owners and guests. Most importantly, you’ll be entrusted to live our unique Count on Me culture, set by our core values of integrity, accountability, inclusive, caring and fun. At Wyndham, we provide all team members the opportunity to grow through best-in-class training and career development, leadership training, mentorship opportunities and educational support.  Supporting our team members is a top priority, which is why we offer competitive compensation and benefits, vacation, team member appreciation days, workplace flexibility and much more.  At Wyndham Hotels & Resorts, we value and embrace a culture of diversity, equity and inclusion that supports team members of all backgrounds and experiences. We can’t wait to welcome you!

The Role

The Director of Vendor Contact Center Partnerships will have primary responsibility for executing Wyndham’s guest engagement strategies within the outsourced vendor contact centers.  This leader will have primary responsibility for the channel’s day-to-day performance to Key Performance Indicators, and regularly collaborate with vendor partners to develop and execute tactics which increase performance levels, enrich the guest experience, and optimize Wyndham’s Return On Investment in an outsourced Guest Experience strategy.  The Director will also serve as chief liaison to the channel for stakeholders within Wyndham, caring for their interests in channel execution and delivering Count On Me! support to their dependencies.  This leader will ensure the Wyndham brand is represented and Core Values realized in daily channel operations.

What you'll do

  • Relationship Management - Vendor management and channel liaison developing strong relationships with vendor key stakeholders acting as a single POC for external and internal teams. Monitors and evaluates vendor service delivery and compliance to Quality standards and Wyndham’s guest engagement strategies.  Collaborates with vendor leadership to close gaps and continually improve agent call handling competencies and proficiency in delivering Count on Me Moments. Conducts final review and approval of vendor invoices and all relevant vendor-related expenses Oversight of customer and field escalations, ensuring expedient response, resolution, and agent coaching. 
  • Operational Goals - Reviews business trends and collaborates with internal stakeholders to identify and account for changes in business operations and external factors. Oversees the daily operations results within the vendor contact centers and collaborates with vendor leadership on an intra-day basis to execute tactics to meet and exceed Critical and Key KPI expectations. Collaborates with senior staff and internal stakeholders to formulate and deliver to vendors monthly KPI targets.
  • Strategic Planning - Monitor the effectiveness of revenue, expenses, and net revenue targets and recommend changes to drive company results. Direct all risks and develop/execute mitigation strategies to ensure company success and survival.  Active leader and/or participant on system/process projects. Analysis, development, and utilization of tools for overall department success. Conduct research on available vendors to determine which vendors offer the best pricing, locations, and product quality.  Oversees Continuous Improvement processes across the channel and sets prioritization of projects. 
  • Team Development - Direct, develop, oversee, and assess total job performance of the Quality Analysts.   This includes, but is not limited to, developing personal action plans, regular coaching, team meetings, proactive communications, and support to ensure their effective delivery of quality evaluations, employee records, report evaluation for performance trends, etc.  
  • Corporate Responsibility - Collaborates with other heads of departments, Senior/Executive Leadership Team, franchisee board members, seeking mutual agreement on problems and initiatives requiring coordination of effort.  Provide department updates and effectiveness or improvements of WHG technologies.  Accountable to exhibit Leadership involvement and responsibilities with the management team by participating and/or leading the organization of center and community events, partnering on strategic planning with local management team, supporting company policies, procedures and on-call duties, when necessary, in managing any facility issues.  
  • Associate Engagement - Exhibits Count on Me! behaviors to ensure on-going job satisfaction for all team members by using and promoting the vision and values of the organization.  Manage all staff within the teams, provide effective communications to establish and maintain high morale through the open-door policy, associate interaction, guidance, and timely follow up on suggestions, questions, and associate survey results.
  • Franchisee Engagement - Ensure all Franchisees receive Count on Me! service and satisfaction through professional and supportive interactions and effective resolution of escalated issues. 


You'll be successful if you have

  • Relationship building with internal and external partners.
  • Strong leadership skills.
  • Analytical.
  • Strong written/verbal Communication.
  • Problem Solving.
  • Business and Organization Aptitude.
  • Change Management.
  • Team Management and Development.
  • Innovation.
  • Fiscal Management.
  • Excellent presentation skills.


Required Qualifications/Experience

  • Bachelor’s Degree or High-Level Vocational Skills.
  • 5-7 years’ experience in related field.
  • A successful track record in people management, team building and executing business processes and programs.
  • Experience in the hotel industry or travel industry beneficial and preferred.


COMPANY OVERVIEW:

Wyndham Hotels & Resorts is the world’s largest hotel franchising company by the number of properties with approximately 9,100 hotels across over 95 countries on six continents. Through our network of more than 836,000 rooms appealing to the everyday traveler, Wyndham commands a leading presence in the hospitality industry. Headquartered in Parsippany, N.J. with offices around the world in London, Shanghai, Buenos Aires, Dubai and more, Wyndham employs more than 2,000 corporate team members worldwide who are dedicated to the Company’s mission of making hotel travel possible for all. Supporting thousands of franchisees and a growing global portfolio of 24 hotel brands—think household names like Wyndham, La Quinta, Ramada, Days Inn and Super 8—Wyndham team members are a widespread group of individuals with diverse interests and backgrounds. Our unique Count on Me culture, commitment to flexibility and core values of Integrity, Accountability, Inclusivity, Caring and Fun are just part of what continues to make Wyndham an award-winning best place to work.

Wyndham Hotels & Resorts is an Equal Employment Opportunity Employer.

Employment Status: Full-time

For residents of California, Colorado, New York City, and Washington, click here.



What we expect from you

You will play an important part in our mission to make travel possible for all by:

∙ Being responsive, respectful and delivering great experiences to our guests, partners and communities.

∙ Foster an inclusive environment where individuals feel empowered to bring their authentic selves to work and share their diverse perspectives.

∙ Bring your best every day and strive to exceed expectations in all you do.

What you can expect from us

With Wyndham Hotels & Resorts, you can expect a fulfilling career to include:

∙ Growth opportunities through best-in-class training and career development, leadership training, mentorship opportunities and educational support.

∙ Competitive salary and benefits.

∙ Team member benefit programs that focus on nutrition, exercise, lifestyle management, physical and emotional wellness, financial health, and the quality of the environment in which all team members work and live.

∙ A Culture of Diversity & Inclusion - Our inclusive culture infuses different perspectives that reflect our diverse customers and communities around the world.

About Wyndham

Wyndham Hotels & Resorts is the champion of the everyday traveler.  Every day, we work to make hotel travel possible for all. With more hotels than anyone else, we offer the largest and widest collection of hotel experiences in the world. So wherever and however people travel, Wyndham will be there to welcome them.

Chiusa

Director, Vendor Contact Centers

Parsippany-Troy Hills, NJ, Stati Uniti

A tempo completo, A tempo indeterminato

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