Contact Center Manger, Consumer Finance

Travel + Leisure Co.•Florida, USA (work from home), NV

About The Position

The Contact Center Manager, Consumer Finance/Title Services is responsible for delivering high standards of customer service by making effective and efficient use of call center staff and technology. The role monitors, analyzes, and plans improvements to call center performance and manages daily, weekly, and monthly service delivery metrics and strategic planning. Teams include administrative support, financial services inbound contact center teams, reporting/programming analysts, and project/Six Sigma teams. The manager leads 3–5 Financial and/or Title Services Supervisors, oversees employee management, and works across departments to improve processes and customer experience. The position also monitors departmental reporting and metrics, manages projects and testing teams, administers employee database and payroll processes, reviews adjustments and refunds, and handles complex or escalated customer service issues. Approximately 10% travel is required.

Requirements

Bachelor’s degree from a four-year college, or a combination of 4–6 years of education and related work experience.
4–6 years of combined education and related work experience.
4 years of supervisory experience.
Strong analytical skills, including interpreting contact center reporting, identifying trends, and translating data into actionable business recommendations.
Experience leveraging operational metrics and customer insights to reduce call volume, improve service levels, and enhance customer satisfaction.
Ability to use data-driven decision-making to identify root causes, optimize workflows, and deliver continuous process improvements.
Strong leadership skills to build a cohesive team and develop individuals.
Effective communication and presentation skills, including presenting information and responding to questions from managers, coworkers, clients, and customers.
Strong strategic planning and critical thinking skills.
Ability to prioritize and focus on critical metrics and tasks.
Ability to work effectively across departments and regions and as part of a team with other Loan Servicing Managers.
Attention to detail; accuracy and thoroughness.
Ability to provide exceptional customer service.
Ability to read and interpret guidelines, instructions, manuals, and other documents.
Ability to draft routine reports and correspondence.
Ability to multitask in a fast-paced work environment.
Proficiency in MS Word and Excel.
Experience working with call center technologies.

Responsibilities

Use reporting, trend analysis, and root-cause identification to develop strategies that reduce avoidable call volume, improve first-call resolution, and enhance customer experience.
Analyze customer contact drivers and operational performance data to identify process improvement opportunities, implement corrective actions, and measure initiative effectiveness.
Partner with cross-functional teams to address recurring customer pain points, simplify processes, and promote self-service and digital adoption.
Directly lead a team of 3–5 Financial and/or Title Services Supervisors.
Fulfill management responsibilities in accordance with organizational policies and applicable laws, including interviewing, hiring, training, developing, assigning and directing work, appraising performance, rewarding and disciplining employees, and addressing complaints and concerns.
Monitor statistical and analytical reports weekly, monthly, and quarterly; prepare reports, conduct audits, and establish department metrics based on findings.
Manage project/testing teams and Six Sigma teams working to create efficiencies, and work with Wyndham entities to identify call center efficiency best practices.
Administer the employee database and serve as a payroll contact.
Review and approve adjustments, refunds, and other documents submitted by Financial Services Supervisors and staff as necessary.
Manage complex and escalated customer service issues.
Perform other duties as needed.
Travel approximately 10%.