Villa Operations Supervisor

World Travel Holdings is seeking a Villa Operations Supervisor who will work remote. In this supervisor role, you'll be responsible for leading and developing a team of Villa agents. This role will help drive and execute operational strategies that create efficiencies and achieve departmental goals.

About World Travel Holdings
World Travel Holdings is the nation’s largest cruise agency and award-winning leisure travel company with a portfolio of nearly 40 diverse brands. In addition to owning some of the largest brands distributing cruises, villas, resort vacations, car rentals, resort day passes and luxury travel services, World Travel Holdings has a vast portfolio of private-label partnerships comprised of top leisure travel providers, including almost every U.S. airline, leading hotel brands and prominent corporations. The company also operates a top-rated travel agency franchise and is consistently recognized as an industry leader in employee engagement and work-at-home employment. Its global presence includes operating multiple cruise brands in the United Kingdom. World Travel Holdings has offices in Wakefield, Mass.; Ft. Lauderdale, Fla.; and Chorley, England. For more information, visit WorldTravelHoldings.com.

• Oversee the experience provided by our Villa agents
• Provide coaching and performance management to your team
• Recognize accomplishments and inspire your team to achieve goals
• Identify gaps and provide ongoing training to develop your team
• Support your team by addressing guest escalations while educating your team on how to handle future guest issues
• Drive and execute operational strategies to enhance the customer experience and build conversion rates
• Partner with the finance team to identify reservation errors and address concerns by providing on-going training
• Participate in the hiring and training of new team members
• Foster a culture of open communication and accountability to build team engagement
• Manage scheduling, timecard adjustments and other management administrative duties
• Work closely with management to create alignment in processes and drive results
• Complete other tasks as assigned

• High school diploma or equivalent plus work experience in call center management; specifically managing a remote team
• Previous sales experience in villa or luxury travel preferred
• Agility to lead in a fast-paced environment with shifting business objectives
• Ability to lead and influence a team while balancing both internal and external customer needs
• You believe in our mission of delivering a remarkable experience and know how to inspire this belief in others
• Strong analytical skills to interpret data and identify performance trends
• Tech savvy; proficient with Microsoft Office applications and enterprise reporting systems
• Exceptional oral and written communication skills
• Strong organizational skills, a desire to improve processes and seek out new methods
• Charisma to build peer relationships and work cross-functionally at all levels of the organization