Dir-Contact Center Ops

Holiday Inn Club Vacations•Orlando, FL

14d

About The Position

The Director, Contact Center Operations manages and controls the day-to-day functional operations of the Marketing Contact Center under the leadership of the VP of Corporate Marketing. The role communicates service trends and systematic issue resolution across company functions and provides input and feedback to internal and external clients. It develops and implements strategic and long-term Contact Center Operations plans, including expense budgeting and tracking, trend analysis, and representation for development and feedback on new programs, project implementations, and communications. The Director serves as a resource to the team, peers, executive management, and internal and external business partners by answering questions, facilitating business decisions, sharing perspectives, and proposing ideas to enhance guest satisfaction. The position oversees Marketing functions related to Call Center Operations and Project Management, including TMO initiative tracking and execution, and manages department expenses in relation to scorecard achievement and production goals. Areas may include operational staffing, IT project implementation, rewards and recognition programs, fulfillment, and offshore reconciliation. As operational lead across the Call Center organization, the Director coordinates priorities, initiatives, risks, and dependencies through innovation and process improvement, and partners with internal and external organizations to integrate new products and technologies. The role also partners with the VP to represent Marketing in new program strategy, new product and service development, and company-wide process improvement to support a seamless guest experience. Other duties may be assigned as needed for effective department operations.

Requirements

High school diploma.
Bachelor’s degree or five years of equivalent work experience.
Ability to work flexible schedules outside departmental operating hours, which may include nights, weekends, and holidays.
Ability to sit or stand for extended periods and perform duties involving bending, twisting, reaching, pushing, pulling, and operating office machinery.
Ability to lift up to 30 pounds.

Nice To Haves

Associate or bachelor’s degree and/or timeshare or hospitality experience.

Responsibilities

Manage and control day-to-day functional operations of the Marketing Contact Center.
Communicate service trends and systematic issue resolution across company functions.
Provide input and feedback to internal clients and external third-party clients.
Develop and implement strategic and long-term Contact Center Operations plans, including expense budgeting and tracking, trend analysis, and support for new programs and project implementations.
Serve as a resource to the team, peers, executive management, and internal and external business partners; answer questions, facilitate business decisions, and suggest ideas to enhance guest satisfaction.
Oversee Marketing functions related to Call Center Operations and Project Management, including TMO initiative tracking and execution.
Manage department expenses in relation to scorecard achievement and production goals, potentially including operational staffing, IT project implementation, rewards and recognition, fulfillment, and offshore reconciliation.
Coordinate priorities, initiatives, risks, and dependencies across the Call Center organization and lead innovation and process improvement.
Partner with internal and external organizations to integrate new products and technologies.
Partner with the VP to represent Marketing in new program strategy, product and service development, and company-wide process improvement.