Team Leader, Member Services

We Put the World on Vacation

Travel + Leisure Co. is the world's leading vacation ownership and travel membership company, with a dynamic and growing portfolio of resort, travel club, and lifestyle travel brands. Our dedicated associates help the company achieve its mission to put the world on vacation. Innovation and growth keep our work interesting and fun. Every day is a chance to learn something new and turn vacation inspiration into exceptional experiences for millions of travelers worldwide.

Main Responsibilities:

Leadership

• Act as an influencer to drive and execute common business initiatives demonstrating agreed leadership qualities.
• Drive company philosophies and culture in line with global and regional expectations.
• Be a valued participant and voice of the operational leadership team.

Operations Management/Maximize Business Potential

• Lead team(s) of associates to achieve and exceed the forecasted sales, service levels and revenue targets through maximising inbound and outbound calls and contacts.
• Monitor key performance metrics, motivate team and implement appropriate actions to overcome deficiencies to achieve of targets.
• Ensure processes and delivery support successful customer engagement in line with overall organization's strategies, and in accordance to policies and procedures.
• Support team with resolution of customer queries / requests / complaints and escalation and liaise with relevant teams/functions on effective solutions and successful outcomes.
• Maximize skillset and resources in coordination and with support of Resource Planning Management (RPM).
• Drive operational efficiencies for people, performance, process and planning.
• Support and drive change management in line with business objectives, taking into consideration what the business is pursuing in terms of member engagement, culture, cost management, revenue generation and business model re-development
• Effective communication of strategic, functional and personal objectives and general RCI business communication to all team members in both a directive and consultative manner as appropriate.
• Collaborate positively with and provide SME insights and support to teams, functions and departments including BD, support key business partners in BD, customer care, operational finance, RPM and PD.
• Participate in, lead and drive operational projects in a positive and professional approach.

People Management & Development Cycle

• Models the way in living out organisation's values and philosophies.
• Recruit, coach, motivate and mentor guides, developing the team to deliver KPIs and objectives including sales performance, revenue, attendance and time keeping, quality and training, technology deployment, organizational change information and general RCI business communication.
• Conduct regular scheduled and constructive 1-2-1 meetings, reviews and individual appraisals meeting. Invest efforts in individual and team development via goal setting and supportive IDP discussions.
• Ownership of talent management and succession planning of consultants.
• Collaboration with the operational training department to formulate training and coaching plans as relevant.

Skills Requirements:

• Proven experience in leading teams (including recruiting, training and performance management) in a contact centre environment engaged in the delivery of sales and/or service contact experiences.
• Proven record in meeting performance objectives, especially in revenue and service target achievements.
• Displays strong leadership skills with demonstrated ability to engage team members and successfully implement significant changes to culture and resposibilities.
• Demonstrated experience in handling difficult customer complaints, monitoring customer service standards and implementing training to improve service levels.
• Ability to work under pressure and to strict deadlines with proven time management skills.
• Demonstrated initiative in introducing new concepts or ideas.
• Ability to make decisions confidently and assertively and effectively communicate with all key stakeholders, externally and internally.
• Strong customer focus.
• Results oriented approach to delivering quality outcomes.
• Highly effective time management and organizational skills.

Where Memories Start with You

Hospitality is at the heart of all we do at Travel + Leisure Co. Here, you'll find an inclusive environment where we deliver excellence and take time to have fun, celebrate together, and support one another. We're always looking ahead to what's next and how we can strengthen our business, its neighboring communities, and the customer experience. Join our global team and build a career where memories start with you.

We are an equal opportunity employer, and all applications will be considered for employment without attention to their membership in any protected class. If you require any reasonable accommodation to complete your application or any part of the recruiting process, please email your request to , including the title and location of the position for which you are applying.

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