Consumer Finance Director, Contact Center Operations

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.

Travel + Leisure is looking for its new Director of Contact Center Operations. The responsibility of the Director is to build strategic relationships throughout the company to meet departmental goals and objectives. They will identify and support process excellence initiatives to optimize operational efficiencies. They will grow and develop their reports by creating a continuous learning environment that fosters success. The inbound contact center handles over 600,000 WVO owner calls annually to provide WVO owners information and services regarding their ongoing maintenance dues and/or loans. The annual budget is ~$8.9M and includes ~135 FTEs. T+L Consumer Finance has an agreement with the Clubs to answer a minimum percentage of calls within 60 seconds and to service these calls with a minimum percentage of Top Box scores on WEST/VOC Customer Satisfaction surveys.

How You'll Shine:

Responsibilities include but are not limited to:

• Foster and maintain positive working relationships with other operational areas to resolve cross functional servicing needs and issues; furnish needed information and clarify actions.
• Continuously develop and lead projects related to Servicing, IVR, Technology infrastructure, and cross-functional WCF operational needs
• Develop and manage the department’s strategic business plan and budget.
• Utilize external resources to ensure operations reflect a world class contact center environment (standards, technology, processes, etc.)
• Management of staff performance and output.
• Ensure compensation structure encourages optimal performance in the areas of productivity and quality.
• Creates measurements for increased performance.
• Improve efficiencies through technology and tools to decrease calls and promote timely resolution.
• Identify opportunities for driving Process Excellence initiatives within Inbound Contact Center.
• Provide support for members or implementation of the initiatives by other teams.
• Optimize staffing forecast model to monitor daily, weekly and monthly trends.
• Create and implement personnel and operational standards and best practices for all aspects of the operation: workforce management, quality assurance, new product and /or process on-boarding.
• Develop and implement policies and procedures to ensure corporate goals for service level and quality are met.
• Carry out management responsibilities in accordance with the organization’s policies and applicable laws.
• Coach and drive team performance to meet Service Level results set by the business by managing the following deliverables: AHT (behaviors) and utilization.
• Coach and drive team performance to meet VOC results as set by the business. VOC is a customer service measurement.
• Foster an environment of continuous learning, career development and performance coaching. Results of team’s development should be identified on Top Grading.
• Contribute to improved morale of the agents which should be identified on the Associate Opinion Survey and team attrition results.
• Ensure team compliance through form approval/ defect percentages, quality audits and PCI.

Travel Requirements

This position will require travel to the alternate contact center locations to attend meetings and maintain relationships. Other travel may be required for events such as training or industry conferences. (10-25% Travel Required)

What You'll Bring:

Education

• Bachelor's degree from a 4-year college or 8 years combination of education and related work experience

Knowledge and Skills

• Demonstrated leadership skills to aid in building a cohesive team as well as developing individuals
• Demonstrated strong written and verbal communication skills ranging from internal executive level presentations to questions from managers, co-workers, clients and customers
• Demonstrated ability to effectively coach, mentor, and develop associates
• Demonstrated ability to work in a fast-paced environment while handling multiple responsibilities
• Demonstrated ability to build good working relationships with business partners and customers
• Advanced understanding of product knowledge, standard operating procedures, standard operating instructions and company policies
• Demonstrated analytical and process excellence skills

Technical Skills

• Strong computer skills (Word, Excel, Outlook, Access, and PowerPoint)
• Possess a sound knowledge of basic accounting practices and an in-depth knowledge of technology available in a Contact Center environment

Job Experience

• Minimum 5 years management experience in a customer service call center environment with proven track record of leading supervisor or exempt level employees
• Experience in an automated contact center environment for credit card or mortgage lending
• Financial Experience: development and management of a budget required
• Preferred experience in the development of or project experience with IVR, CXOne, MadCap, and Oracle.
• Preferred knowledge of Process Excellence and/or Six Sigma tools and methodology
• Unless there is a legal requirement, experience will be accepted for the education requirement.

How You'll Be Rewarded:

We offer a diverse range of comprehensive health and welfare benefits to associates who work 30 or more hours per week to meet your needs and support you throughout your career with us. Certain benefits may be available to associates working fewer hours where required by applicable law.

Travel + Leisure Co. benefits include:

• Medical
• Dental
• Vision
• Flexible spending accounts
• Life and accident coverage
• Disability
• Depending on position, paid time off, parental leave and holidays (speak to your recruiter for additional information)
• Wish day paid time to volunteer at an approved organization of your choice
• 401k with employer match (subject to eligibility requirements, including tenure - speak to your recruiter for additional information)
• Legal and identify theft plan
• Voluntary income protection benefits
• Wellness program (subject to provider availability)
• Employee Assistance Program

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 MyCareer@travelandleisure.com, including the title and location of the position for which you are applying.