Contact Center Director
Company: Wyndham Destinations Corporation
Location: Orlando
Posted on: February 24, 2021
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Job Description:
Contact Center Director - Owner Resolution and Strategy At
Travel + Leisure Co. our goal is simple: to put the world on
vacation. We're the world's leading membership and travel company,
with a portfolio of nearly 20 resort, travel club, and lifestyle
travel brands. Our global team of associates brings hospitality to
millions, turning vacation inspiration into exceptional travel
experiences through our products and services: Wyndham Destinations
, the largest vacation ownership company with 230 vacation club
resort locations across the globe;--Panorama , the world's foremost
membership travel business that includes RCI, the largest vacation
exchange company, along with industry-leading travel technology,
and membership travel brands; and--Travel + Leisure Group ,
offering travel products and services all inspired by top online
and print travel content, including travel booking
platform--BookTandL.com , subscription travel clubs and branded
consumer products. Summary: Wyndham Destinations is seeking a
Contact Center Director of Owner Resolution & Strategy to drive the
vision of customer service experience, with a focus on modernizing
existing processes and take our value of Customer Obsession to the
next level for Wyndham Vacation Clubs. This will position will
drive innovation, customer-centricity, and efficiency. Successful
candidate will possess an entrepreneurial mindset that seeks to
improve, automate, and drive customer value across all touchpoints.
The Director of Owner Resolution & Strategy will work with senior
leaders across the organization to address the largest problems
facing timeshare industry owners. They will also lead teams
responsible for escalated complaints and an exit program with a
focus on root cause analysis and permanent improvements based on
associate and customer feedback loops. Extensive and proven track
record for inspiring and developing operations leaders is required.
This is an opportunity to drive change in customer experience at
the world's largest timeshare company, Wyndham Destinations.
Responsibilities: Process Efficiency & Root Cause Analysis Change
Directs, develops, creates, and measures impact of customer
experience to include the customer journey of Marketing, Sales,
Reservations, Loan, and Vacations Define current state customer
feedback and processing transaction time to baseline processes.
Create customer feedback loops to drive improvement through the
process utilizing root cause analysis tools to improve the
servicing of owners for their lifetime. Drive improvement through
department by reducing labor costs and processing time to internal
processes year over year. Improve Owner Experience at every
touchpoint across the business units by sharing customer feedback
and driving process change. Escalated Customer Complaints
Resolution and Analysis-- Responsible for Owner Care and Wyndham
Cares program which consists of phone agents receiving inbound
requests from internal transfers, web contacts, and/or contacts
from paid media exploring exit options. Shift to a one-call
culture, driving resolutions faster and delivering on customer
expectations. Increase efficiency year-over-year, improving
customer experience and driving down department cost. Provide
emergency operational plans and support through natural disasters,
supporting reservations and resorts to ensure owner and associate
safety. Complaints Tracking and Analysis (Marbles) Drive process
improvement throughout the organization based on customer
interactions and feedback loop to increase retention of owners year
over year. Engage with internal departments and leaders to bring
awareness to top issues impacting our Owners. Align with internal
partners towards a common goal of reducing complaints with agreed
upon next steps Business Unit Collaboration Lead all customer
facing business units to improve customer experience based on data.
Budget-- Oversee development and effective management of a $9.4
million annual expense operating budget. Annual goals set to reduce
expense YOY through process improvement activities, thus driving
reduced expense to other business units. Minimum Qualifications:
Bachelors or advanced degree, preferably in business-related
studies Five (5) years of progressive management/leadership
experience, preferably with a team of 100 or more employees roll up
and/or in a customer-driven/sales environment Five (5) years of
customer service experience, preferably in a hospitality or call
center environment Contact Center and/or vacation planning industry
experience preferred Working knowledge of MS Office products and
database software Financial acumen, preferably within the call
center, travel and/or hospitality industry Ability to coach others
in ways that contribute to higher levels of accountability,
performance and conduct Strong prioritization of goals and tasks
while maintaining a global mindset Decisiveness and a sense of
urgency to complete tasks through collaborative relationships
Proactively partner with others to ensure the right people,
processes and structures are in place to support on-going growth
and development of the business Embraces continuous process
improvement and is a navigator in leading others through change in
a positive way through team work Strong analytical, problem solving
skills, anticipate areas of concern, forward thinking with
innovative solutions Exceptional presentation and public speaking
skills High energy, enthusiastic communication and leadership style
A World of Inclusion 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. Search by job title, location,
department, category, etc.
Keywords: Wyndham Destinations Corporation, Orlando , Contact Center Director, Executive , Orlando, Florida
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