Put the World on Vacation
At Wyndham Destinations our mission is simple: to put the world on vacation. With a spirit of caring, creativity and fun, our teams help families and friends create memories that last a lifetime. As the world’s largest vacation ownership company and part of Travel + Leisure Co., we’re shaping the future of the travel industry.
The Business Applications Analyst - Contact Center 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 Wyndham Consumer 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, and Shell 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.
Essential Job Responsibilities
Develop and administer effective communication strategies to include outbound dialer campaigns, text messaging, email, letter and live chat.
Proactively and effectively communicate with leadership on all communication strategies.
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.
Work on cross functional teams to deliver process improvement initiatives.
Ad-hoc assignments or projects as outlined by manager
Bachelor’s Degree required
Masters Level Degree in Business, MIS, computer programming or other field of study reasonably applicable preferred.
Work experience may be substituted for this requirement.
Three years contact center experience required
One year predictive dialer administration (or similar) required
One year 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
Advanced MS Office skills (Word, Excel, Access, Powerpoint and Outlook).
Autodialer and telephony technologies preferred
VBA or similar Coding experience required
MS Project preferred
SQL and/or SAS preferred
Relational database experience preferred
BI reporting experience preferred
Oracle experience preferred
Dialer training preferred (CISCO, Avaya, Noble, etc) preferred
Six Sigma and/or Lean certification preferred
Knowledge and 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 that work is completed efficiently
Must be 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 preferred
Advanced analytical skills required
Unless there is a legal requirement, experience will be accepted for the education requirement.
A Place for Everyone
Hospitality is at the heart of all we do at Travel + Leisure Co., including how we treat each member of our growing community. Here, you’ll find a team that’s inclusive, values diversity, and is built on a foundational respect for people from all over the world.
We are an equal opportunity employer, and all applicants 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 email@example.com, including the title and the location of the position for which you are applying.
Thank you for your interest please submit your application on the next page.