- Where
- Orlando Corporate Headquarters
- Level
- Senior
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.
Travel + Leisure is looking for its new Director of Contact Center Operations . The responsibility of the Director is to build strategic relationships throughout the company to meet departmental goals and objectives. They will identify and support process excellence initiatives to optimize operational efficiencies. They will grow and develop their reports by creating a continuous learning environment that fosters success.
The inbound contact center handles over 600,000 WVO owner calls annually to provide WVO owners information and services regarding their ongoing maintenance dues and/or loans. The annual budget is ~$8.9M and includes ~135 FTEs. T+L Consumer Finance has an agreement with the Clubs to answer a minimum percentage of calls within 60 seconds and to service these calls with a minimum percentage of Top Box scores on WEST/VOC Customer Satisfaction surveys.
How You'll Shine:
Responsibilities include but are not limited to:
Foster and maintain positive working relationships with other operational areas to resolve cross functional servicing needs and issues; furnish needed information and clarify actions.
Continuously develop and lead projects related to Servicing, IVR, Technology infrastructure, and cross-functional WCF operational needs
Develop and manage the department’s strategic business plan and budget. Utilize external resources to ensure operations reflect a world class contact center environment (standards, technology, processes, etc.)
Management of staff performance and output. Ensure compensation structure encourages optimal performance in the areas of productivity and quality. Creates measurements for increased performance.
Improve efficiencies through technology and tools to decrease calls and promote timely resolution. Identify opportunities for driving Process Excellence initiatives within Inbound Contact Center. Provide support for members or implementation of the initiatives by other teams. Optimize staffing forecast model to monitor daily, weekly and monthly trends.
Create and implement personnel and operational standards and best practices for all aspects of the operation: workforce management, quality assurance, new product and /or process on-boarding.
Develop and implement policies and procedures to ensure corporate goals for service level and quality are met. Carry out management responsibilities in accordance with the organization’s policies and applicable laws.
Coach and drive team performance to meet Service Level results set by the business by managing the following deliverables: AHT (behaviors) and utilization.
Coach and drive team performance to meet VOC results as set by the business. VOC is a customer service measurement.
Foster an environment of continuous learning, career development and performance coaching. Results of team’s development should be identified on Top Grading.
Contribute to improved morale of the agents which should be identified on the Associate Opinion Survey and team attrition results.
Ensure team compliance through form approval/ defect percentages, quality audits and PCI.
Travel Requirements
This position will require travel to the alternate contact center locations to attend meetings and maintain relationships. Other travel may be required for events such as training or industry conferences. (10-25% Travel Required)
What You'll Bring:
Education
Bachelor's degree from a 4-year college or 8 years combination of education and related work experience
Knowledge and…