Operations Supervisor - Redmond, WA

Wyndham Vacation Ownership is the world’s largest vacation ownership company with an impressive list of world-renowned destinations.  We’ve grown and excelled by remaining true to our corporate values of integrity, accountability and exceptional customer service.  It is the strong values and Count On Me! service promise of being respectful, being responsive and delivering great experiences exhibited by our team that continues to set us apart from the rest  Position Summary  The Operations Supervisor position is responsible for leading, guiding and developing a team of approximately 20 Vacation Planning Counselors specializing in specific owner servicing disciplines (e.g.: Owner Services, New Owner Welcome, Reservations, Regional Site Support, VPC Advisor, Employee Rental, etc.), in the achievement of team productivity and service objectives. Duties & Responsibilities  Employee Development - 50%· Track and analyze individual agent performance data· Create development plans for each Counselor that contains positive, creative and effective ideas on ways they can improve their performance· Ensure Counselors understand and apply information presented during formal training sessions· Conduct informal training sessions of team members· Serve as a mentor for Counselors  · Monitor agents as appropriate and provide feedback, which encourages development Team Management - 15%· Effectively communicate, at the team and individual levels· Conduct team meetings on a regular basis· Maintain an environment where excellence is rewarded, personal development encouraged· Maintain high employee satisfaction levels· Reward and recognize individual and team performance Performance Management - 10%· Understand, utilize and enforce department and company policy, procedures and standards· Measure and improve productivity, conduct, and quality standards / expectations· Prepare and conduct monthly and annual performance reviews· Document performance conversations and take appropriate corrective action. Program and Product Administration - 10%· Ensure agents properly use and communicate details of the Fairfield products and programs· Resolve escalated servicing issues· Take supervisor calls from owners and handle until resolved Administrative Duties - 10%· Provide assistance to other departments (RPM, Training, Human Resources, etc.) as required· Assist in the selection of Counselor by conducting interviews· Provide frontline technical assistance (passwords, computer/phone problems) to agents· Conduct tours of members who visit the contact center Personal Learning and Self-Improvement - 5%· Assume full accountability for learning of new skills, techniques, programs, etc· Create and execute a development plan in concert with immediate Manager· Participate fully in coaching sessions and partner with immediate supervisor and others in development processMinimum Qualifications Required· High School Diploma· 2 years leadership experience preferably in a Service or Contact Center environment· Self motivated, high energy, principled based leadership qualities· Sound judgment and critical thinking abilities· Strong analytical skills including ability to review employee data and behavior to target coaching opportunities· Demonstrated strong oral and written communication skills including confidence speaking in front of large groups· Basic working knowledge of Excel, Microsoft Word, PowerPoint Preferred Qualifications· 4 year college degree  3-5 years leadership experience in a service environment or Contact Center