Consumer Finance Director, Contact Center Operations

Travel + Leisure Co. • Orlando, FL

4d

About The Position

Travel + Leisure Co. is seeking a Director of Contact Center Operations to build strategic relationships throughout the company, meet departmental goals and objectives, advance process excellence, and develop direct reports in a continuous learning environment. The inbound contact center handles more than 600,000 annual calls from WorldMark by Wyndham (WVO) owners seeking information and services related to maintenance dues and loans. The department has an annual budget of approximately $8.9 million and approximately 135 FTEs. It must meet contractual call-answering targets within 60 seconds and achieve minimum Top Box results on WEST/VOC customer satisfaction surveys.

The director leads the contact center’s operating strategy, budget, workforce and performance management, service quality, process improvement, and technology initiatives. The role travels to alternate contact center locations and may travel for training or industry conferences; travel is estimated at 10–25%.

Requirements

• Bachelor’s degree from a four-year college, or a combination of education and related work experience totaling eight years.
• At least five years of management experience in a customer service call center, with a proven track record leading supervisor- or exempt-level employees.
• Experience in an automated contact center environment for credit card or mortgage lending.
• Experience developing and managing a budget.
• Demonstrated leadership skills, including building cohesive teams and developing individuals.
• Strong written and verbal communication skills, including executive-level presentations and communication with managers, coworkers, clients, and customers.
• Ability to coach, mentor, and develop associates.
• Ability to work in a fast-paced environment while handling multiple responsibilities.
• Ability to build effective working relationships with business partners and customers.
• Advanced understanding of product knowledge, standard operating procedures and instructions, and company policies.
• Demonstrated analytical and Process Excellence skills.
• Strong computer skills, including Word, Excel, Outlook, Access, and PowerPoint.
• Sound knowledge of basic accounting practices and in-depth knowledge of technology available in a contact center environment.

Nice To Haves

• Experience in developing or delivering projects involving IVR, CXOne, MadCap, and Oracle.
• Knowledge of Process Excellence and/or Six Sigma tools and methodology.

Responsibilities

• Build and maintain positive working relationships with other operational areas to resolve cross-functional servicing needs and issues, provide information, and clarify actions.
• 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, using external resources to support a world-class contact center environment.
• Manage staff performance and output, develop performance measures, and ensure compensation structures encourage productivity and quality.
• Improve efficiency through technology and tools that reduce calls and promote timely resolution; identify and support Process Excellence initiatives.
• Optimize staffing forecast models to monitor daily, weekly, and monthly trends.
• Create and implement personnel and operational standards and best practices for workforce management, quality assurance, and new product or process onboarding.
• Develop and implement policies and procedures to meet corporate service-level and quality goals, in accordance with organizational policies and applicable laws.
• Coach and drive team performance to meet business service-level results, including AHT behaviors and utilization.
• Coach and drive team performance to meet business VOC customer-service results.
• Foster continuous learning, career development, and performance coaching, tracking development through Top Grading results.
• Improve agent morale, as reflected in Associate Opinion Survey and team attrition results.
• Ensure team compliance through form approval and defect percentages, quality audits, and PCI.
• Travel to alternate contact center locations for meetings and relationship building, and travel for training or industry conferences as required.

Benefits

• Medical insurance
• Dental insurance
• Vision insurance
• Flexible spending accounts
• Life and accident coverage
• Disability coverage
• Paid time off, depending on position
• Parental leave, depending on position
• Paid holidays, depending on position
• Paid volunteer time through Wish day
• 401(k) with employer match, subject to eligibility requirements
• Legal and identity theft plan
• Voluntary income protection benefits
• Wellness program, subject to provider availability
• Employee Assistance Program

What This Job Offers

• Job Type: Full-time
• Career Level: Director