Contact Center Manger, Consumer Finance

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.

The Contact Center Manger, Consumer Finance/Title Services is responsible for delivering high standards of service to customers by making the most effective and efficient use of call center staff and technology resources. They monitor, analyze, and plan improvements to call center performance. They manage the department’s daily, weekly, and monthly service delivery metrics and strategic planning. Teams include administrative support, numerous financial services inbound contact center teams, reporting/programming analysts, and projects/six sigma teams.

How You'll Shine:

• Utilize reporting, trend analysis, and root cause identification to develop strategies that reduce avoidable call volume, improve first-call resolution, and enhance the overall customer experience
• Analyze customer contact drivers and operational performance data to identify process improvement opportunities, implement corrective actions, and measure the effectiveness of service delivery initiatives
• Partner with cross-functional teams to proactively address recurring customer pain points, simplify processes, and drive self-service and digital adoption opportunities
• Directly leads a team of 3-5 Financial and or Title Services Supervisors
• Fulfills management responsibilities in accordance with the organization’s policies and applicable laws
• Responsibilities include, interviewing, hiring, training, and developing employees; planning, assigning, and directing work; appraising performance; rewarding and disciplining employees; addressing complaints and resolving concerns
• Monitor statistical and analytical reports, weekly, monthly, and quarterly for departmental assessments. Prepare reports, conduct audits, and establish department metrics based on findings
• Managing project/testing teams and six sigma teams working to create greater efficiencies. Working with various Wyndham entities to identify best practices for call center efficiencies
• Administrator and payroll contact for employee database
• Reviews/ approves adjustments and refunds and other documents submitted by Financial Services Supervisors and staff, as necessary. Manages complex and escalated customer service issues
• Performs other duties as needed

Travel Requirements

• Minimal travel required, approximately 10%

What You'll Bring:

Education

• Bachelor’s degree from a 4-year college; or 4-6 years combination of education and related work experience

Knowledge and Skills

• Strong analytical skills with the ability to interpret contact center reporting, identify trends, and translate 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 aid in building a cohesive team as well as developing individuals
• Effective communication and presentation skills to effectively present information and respond to questions from managers, co-workers, 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
• Analytical and critical thinking skills
• Detailed oriented, accurate and thorough
• Able to work as a team with other Loan servicing Managers
• Provides exceptional customer service
• Ability to read and interpret documents such as guidelines, instructions, and manuals
• Ability to draft routine reports and correspondence
• Ability to multitask in a fast-paced work environment

Technical Skills

• Proficient in MS Word and Excel
• Experience working with call center technologies

Job Experience

• 4-6 years combination of education and related work experience. 4 years supervisory experience

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:

Note: Temporary and/or seasonal associates are ineligible for Paid Time Off.

• 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 [email protected], including the title and location of the position for which you are applying.