Analyst, Contact Center Communications

Analyst, Contact Center Communications

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 Analyst, Contact Center Communications is responsible for developing and recommending call strategies, develop reporting that provides analytical insight into collections dialer performance, and managing the daily functions for the Travel + Leisure Finance predictive, preview and unmanned dialer operations. Key areas include the creation of campaigns for all portfolios, including but not limited to WVR, WbW, WAAM, Shell, EBAC and SIR products. The Analyst, Contact Center Communications is also responsible for driving continuous improvement through proactive recommendations on daily strategies and results, and works in close partnership with the Operations team.

Only candidates in Central Florida, Las Vegas or Clark, Philippines are currently being considered for this position.

How You'll Shine:

• Develop and administer effective communication strategies to include outbound dialer campaigns, text messaging, email, letter and live chat (60%)
• Proactively and effectively communicate with leadership on all communication strategies (20%)
• Develop effective reporting and analytics to drive performance, improve compliance and efficiencies. Analyze large sets of data, makes recommendations based on data and business needs (10%).
• Work on cross functional teams to deliver process improvement initiatives (5%)
• Ad-hoc assignments or projects as outlined by manager (5%)

Scope/Financial Responsibility: This position is responsible for all collection communication strategies in the two call centers located in Orlando, FL and Las Vegas, NV. This position ensures that all collections strategies are followed and that the contact center is running at an optimal rate in order to gain as many connects as possible, as well as setting up the administration functions of the dialer. The financial scope of this position manages collections strategies on approximately $340M on a $3.7B portfolio. Travel Requirements

• Travel only as instructed to accommodate business requirements

What You'll Bring:

Education

• Bachelor's Degree required
• Masters Level Degree in Business, MIS, computer programming or other field of study reasonably applicable preferred. Work experience may be substituted for this requirement.

Training Requirements

• Dialer training preferred (CXOne, Avaya, Noble, etc)
• Six Sigma and/or Lean certification preferred

Knowledge and Skills

• Good communication and interpersonal skills, both verbal and written, that promote open and trustworthy working relationships
• Ability to efficiently multi-task
• Demonstrated quantitative skills; detail oriented
• Effectively manage time and resources to ensure that work is completed efficiently
• Must be customer-focused, service-oriented, and highly collaborative
• Collections industry knowledge
• Knowledge of regulatory environment, including but not limited to FDCPA, TCPA, CCPA, Gramm-Leach Bliley Act, CFPB
• Advanced analytical skills required
• Strong leadership skills; Ability to lead a team of analysts and manage competing priorities

Technical Skills

• Advanced MS Office skills (Word, Excel, Access, Powerpoint and Outlook).
• Autodialer and telephony technologies required
• VBA Coding required
• MS Project preferred
• SQL and/or SAS preferred
• Relational database experience preferred
• Power BI reporting experience preferred
• Oracle experience preferred

Job Experience

• Three years contact center experience required
• One year predictive dialer administration (or similar) required
• One year consumer collection experience preferred
• Experience analyzing large data sets and presenting recommendations to executive level leadership
• Experience developing and troubleshooting databases
• Experience in process improvement
• Development of dashboard reporting

Unless there is a legal requirement, experience will be accepted for the education requirement.

How You'll Be Rewarded:

• 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 identity 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 View email address on click.appcast.io, including the title and location of the position for which you are applying.