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Director, Financial Services Contact Centers

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Director, Financial Services Contact Centers

  • Central Location, Orlando, Florida, United States, 32821
  • Full Time
  • Wyndham Destinations

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 Director, Financial Services Contact Centers manages the Inbound Financial Services Contact Center teams in multiple locations for Wyndham Destinations' 800,000+ member base. This position will develop and manage the department's strategic business plan and budget, create and implement personnel and operational standards and processes that support business the plan, and monitor and report on the department's performance and output. The director will assist in developing policies and procedures regarding contract terms and usage for the sales force and contract processing to ensure compliance of contract law and corporate policies. This person will direct the activities of the Financial Services Reporting & Analysis team which includes; ensure reporting effectiveness and relevance, oversee the application of business intelligence tools to manage deliverables and analytics, and manage relationship with Telecom and workforce management teams.


Duties & Responsibilities

  • 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.)

  • Foster and maintain positive working relationships with all divisions, regions, and outside vendors to ensure compliance on lender contract and corporate policy

  • 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, and finance contact center.

  • Interact, as needed, with leadership teams from other operational areas to resolve cross functional servicing needs and issues, furnish needed information, clarify actions, special projects as assigned, etc.

  • Manage staff performance and output: ensure compensation structure encourages optimal performance in the areas of productivity and quality. Create measurements for increased performance.

  • Improve efficiencies through technology and tools to decrease calls and promote timely resolution.

  • Optimize staffing forecast model to monitor daily, weekly and monthly growth and trends.

  • Coach, train and educate staff and leaders in all areas as to the tools and expertise required/available to support overall corporate objectives.

Minimum Qualifications Required

  • Bachelor's degree or 10 years’ experience in an automated contact center environment.

  • Credit card or mortgage lending experience.

  • Ability to interpret and manage to contract standards.

  • Possess familiarity with basic sales techniques and methods.

  • Development skills and managing to a budget required.

  • Possess a sound knowledge of basic accounting practices and an in depth knowledge of technology available in a Contact Center environment.

  • Demonstrated analytical skills.

Preferred Qualifications

  • Experience in the development of or project experience with IVR, Web, Symposium, and Witness.

  • Experience in mortgage or financial lending and knowledge of applicable regulations a plus.

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 mycareer@wyn.com, including the title and the location of the position for which you are applying.

Job Requisition: R-34335

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