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.

The Manager, Real Time oversees the real-time operations and tactical execution of workforce plans within a dynamic, multi-site, skill-based call center environment. This position focuses on day-to-day monitoring, adjustment, and optimization of workforce schedules and staffing models to respond efficiently to fluctuating call volumes and service demands. Responsibilities include immediate labor modeling, real-time capacity management, and active coordination with Scheduling teams to ensure coverage and adherence to service level goals. The Manager, Real Time partners directly with Call Center Operations and Corporate Finance to facilitate accurate staffing adjustments, provide variance explanations, and support strategic decisions regarding on-the-spot resource allocation. This role also assists in determining real-time FTE needs for new hire classes and analyzes key factors—such as call arrival patterns and intra-day load variations—to maintain optimal service levels for both inbound and outbound call traffic.

How You'll Shine:

• Forecast & Analyze: Drive accurate real-time staffing forecasts and execute capacity planning for immediate operational needs within a multi-site, skill-based call center. Continuously update and enhance staffing models and databases to reflect current call volume and service demand fluctuations.
• Dynamic Data Analytics: Perform rapid, actionable data analysis to identify intraday and near-term staffing trends, supporting agile adjustments to workforce allocation and ensuring service level adherence.
• Strategic Resource Partner: Collaborate closely with Call Center Operations and Corporate Finance teams to provide real-time recommendations for staffing optimization and resource allocation, balancing labor costs with service goals.
• Operational Leadership: Lead real-time staffing calls and coordinate immediate labor decisions with Call Center Managers and Directors, influencing variable staffing strategy on the spot.
• Budget & Forecast Support: Support the development of annual and monthly real-time staffing budgets and participate in ongoing re-forecasting processes, providing critical variance explanations and data-driven insights.
• Process Improvement: Recommend and implement real-time process improvements to optimize coverage, minimize variable labor expenditures, and drive service excellence.
• Associate Management: Interview, select, onboard, and train real-time team members, fostering a culture of responsiveness and engagement. Lead, coach, and develop associates to maximize team effectiveness and meet immediate operational objectives.
• Performance Monitoring: Monitor and track team performance against real-time service metrics, implementing corrective actions as needed to maintain optimal productivity and service levels.

What You'll Bring:

• Bachelor’s degree in related field preferred, or equivalent work experience
• Strong detail orientation and analytical skills with understanding of call center metrics, i.e. AHT, occupancy, adherence
• Strong critical thinking and judgment skills to produce effective and efficient business outcomes
• Ability to communicate trending data and analyses in a clear and understandable manner.
• Able to prioritize and multi-task in a challenging environment
• Able to lead a remote team in achieving goals while providing an engaging work environment
• Results oriented with demonstrated experience of exceeding expectations
• Establish and maintain strong working relationships with team, peers, and internal partners.
• Self-motivated, adaptable, and able to work in ambiguous situations
• Ability to resolve conflicts and offer advice and solutions creating a win/win situation.
• Able to interact effectively across diverse cultures.
• Able to identify and resolve problems in a timely manner.
• Able to keep sensitive information confidential
• Experience in management of forecasting, capacity planning, statistical modeling, budget management and scheduling software such as Blue Pumpkin, IEX, and TCS in a multi-site/skill environment.
• Strong knowledge of call center software (CMS, ICM, TCS)
• Advanced level knowledge of MS Excel, MS Access and other Database applications
• Demonstrated experience in management of call center forecasting, capacity planning and scheduling practices.
• Minimum 6-8 years related experience in call center operations, volumes management, and / or forecasting, capacity planning, scheduling or real time management.

Experience equivalent to the education requirement may be accepted in lieu of 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.

• 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 identify 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 MyCareer@travelandleisure.com, including the title and location of the position for which you are applying.