[Hiring] Contact Center Manager, Consumer Finance @Travel + Leisure Co.

Role Description

The Contact Center Manager, 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.

• 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.

Qualifications

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

Requirements

• 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.
• Detail-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.
• Proficient in MS Word and Excel.
• Experience working with call center technologies.
• 4-6 years combination of education and related work experience; 4 years supervisory experience.

Benefits

• 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.