Analyst, Contact Center Communications

About the Role

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. The Analyst, Contact Center Communications is responsible for developing and recommending call strategies, creating 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. This position drives 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.

Responsibilities

• 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, make 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%)

This position is responsible for all collection communication strategies in the two call centers located in Orlando, FL and Las Vegas, NV. It ensures that all collections strategies are followed and that the contact center is running at an optimal rate 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 of a $3.7B portfolio.

Requirements

• Bachelor’s Degree required (Master’s Level Degree in Business, MIS, computer programming, or other reasonably applicable field preferred; work experience may be substituted)
• Dialer training preferred (CXOne, Avaya, Noble, etc.)
• Six Sigma and/or Lean certification preferred
• Three years of contact center experience required
• One year of predictive dialer administration (or similar) required
• One year of 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

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 work is completed efficiently
• 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
• Strong leadership skills; ability to lead a team of analysts and manage competing priorities
• 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

Benefits

We offer a diverse range of comprehensive health and welfare benefits to associates who work 30 or more hours per week. Certain benefits may be available to associates working fewer hours where required by applicable law.

• Medical
• Dental
• Vision
• Flexible spending accounts
• Life and accident coverage
• Disability
• Paid time off, parental leave, and holidays (eligibility requirements apply)
• Wish day paid time to volunteer at an approved organization of your choice
• 401k with employer match (subject to eligibility requirements, including tenure)
• Legal and identity theft plan
• Voluntary income protection benefits
• Wellness program (subject to provider availability)
• Employee Assistance Program

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

Schedule

Travel only as instructed to accommodate business requirements.