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.

MAIN RESPONSIBILITIES:

• Manage and develop efficient reporting systems to support and facilitate enhanced Contact Centre performance.
• Track and monitor operational KPIs. Analyse historical performance, call volumes and operational statistics, seasonal variations and trends to drive improvements, efficiencies and cost controls.
• Determine resource requirements in line with forecasted revenue, operational and service targets and objectives. e.g., ensuring inbound service level targets are met through efficient staffing, scheduling, daily monitoring and forecasting of call volumes and resource requirement.
• Track, measure and report at required frequencies and formats, on key inbound and outbound contact centre performance metrics (conversions, revenue per call/contact etc).
• Analyse, apply and develop incentive programs for individual contact centre agents, team leaders, to motivate towards achievement of sales revenue and operational targets.
• Track, measure and report on the performance of individual marketing programs to ensure continued viability.  Provide feedback based on results as required.
• Provide enhancements and ongoing maintenance to the Aspect Dialler solution and IVR systems. Also lead in projects to enhance systems or implement new.
• Automation of Call Centre processes, procedures, workflows, best practices and quality control.
• Monitor the data requirements for the Call Centre and provide recommendations to enable proactive strategies/solutions for improvements in trading and operational performance.
• Report on any unusual trends to diagnose causes for performance shortfalls for operational management.
• Create and maintain Call Centre technologies process log, internal SOPs.
• Manage the relationship and performance of external telephony Vendors and ensure their timely and effective support (and meeting our Service Level Agreements).

JOB QUALIFICATIONS:

• Tertiary qualifications.
• Experience in managing data in a fast paced, dynamic environment for a medium sized organisation for at least 3 years.
• 3-5 years or more contact centre dialler SME experience (prefer Aspect however others considered).
• Able to translate technical information to the lay person and vice versa.
• Analyst experience in scoping business requirements and creating technical specification documentation desired.
• Call volume forecasting and workforce management experience desired.
• Strong organizational and analytical skills.
• Ability to work under pressure and to deadlines.
• Advanced skills with Microsoft Word, Excel, PowerPoint, and Access. Skills in other database applications advantageous.

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.