Analyst, Contact Center Communications

We Put the World on VacationTravel + 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 RequirementsTravel only as instructed to accommodate business requirementsWhat You'll Bring:EducationBachelor’s Degree requiredMasters Level Degree in Business, MIS, computer programming or other field of study reasonably applicable preferred. Work experience may be substituted for this requirement.Training RequirementsDialer training preferred (CXOne, Avaya, Noble, etc)Six Sigma and/or Lean certification preferredKnowledge and SkillsGood communication and interpersonal skills, both verbal and written, that promote open and trustworthy working relationshipsAbility to efficiently multi-taskDemonstrated quantitative skills; detail orientedEffectively manage time and resources to ensure that work is completed efficientlyMust be customer-focused, service-oriented, and highly collaborativeCollections industry knowledgeKnowledge of regulatory environment, including but not limited to FDCPA, TCPA, CCPA, Gramm-Leach Bliley Act, CFPBAdvanced analytical skills requiredStrong leadership skills; Ability to lead a team of analysts and manage competing prioritiesTechnical SkillsAdvanced MS Office skills (Word, Excel, Access, Powerpoint and Outlook).Autodialer and telephony technologies requiredVBA Coding requiredMS Project preferredSQL and/or SAS preferredRelational database experience preferredPower BI reporting experience preferredOracle experience preferredJob ExperienceThree years contact center experience requiredOne year predictive dialer administration (or similar) requiredOne year consumer collection experience preferredExperience analyzing large data sets and presenting recommendations to executive level leadershipExperience developing and troubleshooting databasesExperience in process improvementDevelopment of dashboard reportingUnless there is a legal requirement, experience will be accepted for the education requirement.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. Travel + Leisure Co. benefits include:Note: Temporary and/or seasonal associates are ineligible for Paid Time Off.MedicalDentalVisionFlexible spending accountsLife and accident coverageDisabilityDepending 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 choice401k with employer match (subject to eligibility requirements, including tenure - speak to your recruiter for additional information)Legal and identify theft planVoluntary income protection benefitsWellness program (subject to provider availability)Employee Assistance ProgramWhere Memories Start with YouHospitality 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. #J-18808-Ljbffr