Team Lead- WCF Inbound Contact Center ~ Las Vegas
The responsibility of the Team Lead is to support the CCO leadership team with the coaching and developing of associates. This includes assisting the associates with help questions and escalated calls. They will also review form submissions for compliance and participate on process excellence initiatives. The Team Lead will also support the department through different initiatives, tasks and deliverables to help achieve department goals.
- Take inbound calls from Property Owners as well as in-house Financial Services Agents and respond to customer questions and complaints to ensure customer satisfaction and prevent delinquencies.
- Conduct side-by-side observation of junior staff to identify areas for improvement and compliance with company policies, procedures and state/federal regulations
- Review and approve file maintenance forms
- Will assist supervisor in managing phone queues and ensuring focus of staff on achieving service levels
-High School diploma or GED equivalent
-Two years of customer service experience preferably working in a contact center environment
-Demonstrate advanced understanding of product knowledge, standard operating procedures, standard operating instructions and company policies specific to the department
-Strong computer skills (Word, Excel, Outlook, Access, and PowerPoint)
-Strong Customer Service and Math skills
-Some college education
-Previous Leadership Experience
-Knowledge of Process Excellence and/or Six Sigma tools and methodology
United States of America-Nevada-Las Vegas
Wyndham Vacation Ownership
Feb 21, 2013, 3:00:00 AM
- 2 years ago - save job
Wyndham Vacation Ownership (WVO) offers vacationers a (time) share of paradise. A top supplier and marketer of timeshare vacation properties...