Call Center Manager

February 17

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Wyndham Hotels & Resorts

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Wyndham Hotels & Resorts is a global hospitality company that offers a wide range of accommodation options, including hotels and resorts across various brands. Known for its commitment to providing exceptional customer service and a seamless booking experience, Wyndham also offers travel bundles for hotel and flight packages, making it easy for travelers to arrange their accommodations and travel needs in one place. The company rewards its customers through its Wyndham Rewards program, allowing members to earn points for free nights and exclusive discounts, enhancing the overall value of their stays.

1001 - 5000 employees

Founded 2018

👥 B2C

🛍️ eCommerce

🚗 Transport

💰 Post-IPO Equity on 2023-05

📋 Description

• Call center managers hire, train, prepare, and motivate their staff members to provide excellent service to customers. • The set objectives, analyze call center metrics, ensure that the company and staff meet goals, and provide reliable, efficient support for customers. • Hiring, training, coaching, and leading call center representatives as they provide support for customers. • Answering representative’s questions, guiding them through difficult calls or issues, diffusing angry customers, or handling issues that cannot be fielded by representatives. • Leading team meetings, asking questions to better understand the calls representatives are receiving, educating, and coaching workers regarding processes and practices, and explaining expectations to employees. • Assisting other management team members in identifying trends and establishing call center goals. • Ensuring staff members are achieving desired service levels and taking corrective action, as needed. • Preparing reports and analyzing call center data to improve processes, ensure resources are properly allocated, and maximize efficiency and customer satisfaction. • Authorizing replacements or refunds. • Taking on other tasks or projects to support employees, other managers, and call center operations.

🎯 Requirements

• High school diploma or equivalent. • More education or experience in a related field may be preferred. • Ability to multitask and remain calm under pressure, especially during peak hours or intense situations. • Exceptional interpersonal, customer service, problem-solving, verbal and written communication, and conflict resolution skills. • Knowledge of management principles and familiarity with company products, services, and policies. • Strong coaching and leadership skills, ability to motivate employees. • Decisiveness and attention to detail. • Proficiency with the necessary technology, including computers, software applications, phone systems, etc. • Polite, professional phone voice.