Team Lead- WCF Inbound Contact Center ~ Las Vegas
Wyndham Vacation Ownership - Las Vegas, NV

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Team Lead- WCF Inbound Contact Center ~ Las Vegas - 1300108 Description
      Job Summary:
      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

      Minimum Qualifications:
      -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

      Preferred Qualifications:
      -Some college education
      -Financial Experience
      -Previous Leadership Experience
      -Knowledge of Process Excellence and/or Six Sigma tools and methodology

      Job Call Center
      Primary Location United States of America-Nevada-Las Vegas

      Employee Status Regular
      Schedule Full-time

      Organization Wyndham Vacation Ownership
      Job Posting Feb 21, 2013, 3:00:00 AM

      About this company
      1,898 reviews
      Wyndham Vacation Ownership (WVO) offers vacationers a (time) share of paradise. A topĀ supplier and marketerĀ of timeshare vacation properties...