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Senior Director, Workforce Management Contact Center Operations


Parsippany, NJ, US Saint John, New Brunswick, US

Property Name:  Parsippany - 22 Sylvan Way
Req Id:  8794

Wyndham Hotels & Resorts is now seeking a Senior Director, Workforce Management Contact Center Operations to join our team at Parsippany - 22 Sylvan Way in ParsippanyNew Jersey.

Job Summary

We have an opportunity for a knowledgeable and vibrant Senior Director, Workforce Management at our Saint John, NB Center.  We welcome you to our Wyndham Experience, in a role that offers the opportunity to work with an established team who are committed to your success and delivery our Count on Me! service promise.


Reporting to the Senior Vice President, Global Contact Centers, you will provide strategic direction and tactical leadership for all functional areas within the Workforce Management team.  The Senior Director, Workforce Management will initiate, implement, and effectively manage advanced planning and optimization practices for Wyndham Hotels & Resorts Contact Centers; and enhance our team members and outsourced partners performance across multiple global locations.  You will be accountable to forecast, effectively manage and have the ability to impact our Global Contact Center labor resource.  You will have a decision making responsibility that has a direct impact on the Profit and Loss statements for Global Contact Centers.  The successful candidate will work collaboratively with the Vice President of Sales and Service for Contact Centers, our Operations and Support teams, to drive customer service excellence and achieve organizational staffing requirements.   

Education & Experience
    • Fifteen plus (15+) years of related experience or equivalent combination of education and experience required to include ten (10) years of Contact Center analytical leadership and modeling expertise within a high volume Contact Center environment.
    • Extensive experience in preparing financial forecasts in a Global Contact Center environment and knowledge of call routing (skills base) and telephony solutions in multi-site locations (1000+ agents).
    • Ten plus (10+) years of progressively responsible management experience.  Previous hospitality industry management experiences a plus.
    • Previous experience building Contact Center strategy.
    • Experience managing remote team.  
    • Proven track record in leading large complex teams to accomplish business results.
    • Strong analytical skills; critical thinker with proven problem solving abilities. 
    • Demonstrated people-development skills.

Wyndham Hotels & Resorts is the largest hotel franchisor in the world and a leading hotel management company.  We stand 20 brands strong across 9,000 hotels in more than 80 countries, and we offer the most diverse collection of hotel experiences in the world.  Our iconic brands, united by the richest and simplest rewards program in the business, make hotel travel possible for all.

Our hotel owners are the stewards of our brands, and together, we champion everyday travelers.  We believe guests deserve great experiences, and our robust portfolio—distinguished by our leading economy and midscale brands—delivers just that.

We are AmericInn® by Wyndham, Baymont® by Wyndham, Days Inn® by Wyndham, Dazzler® by Wyndham, Dolce Hotels and Resorts® by Wyndham, Esplendor® Boutique Hotels by Wyndham, Hawthorn Suites by Wyndham®, Howard Johnson® by Wyndham, La Quinta® Inns & Suites, Microtel  by Wyndham®, Ramada Encore by Wyndham, Ramada Worldwide® by Wyndham, Super 8® by Wyndham, The Trademark Collection® by Wyndham, Travelodge® by Wyndham, TRYP by Wyndham®, Wingate by Wyndham®, Wyndham Garden®, Wyndham Grand® and Wyndham Hotels and Resorts®.

Headquartered in Parsippany, N.J. with offices around the globe in London, Shanghai, Buenos Aires, Dubai and more, Wyndham Hotels & Resorts employs approximately 15,000 team members worldwide.

Job Location: Parsippany - 22 Sylvan Way, 22 Sylvan Way, Parsippany, New Jersey  07054
Employment Status: Full-time


What we expect from you

• Bring your best every day

• Put our guests first

• Strive to exceed expectations in all you do

What you can expect from us

• Best-in-class training and career development

• Supportive and engaged team

• Fast paced fun environment

About Wyndham

Wyndham Hotels & Resorts is the champion of the everyday traveler. Through the largest and widest collection of hotel experiences in the world, we work to make hotel travel possible for all. Wherever and however people travel, Wyndham will be there to welcome them.

Nearest Major Market: New York City
Nearest Secondary Market: Newark