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About the Role
The Analyst, Contact Center Communications will develop reporting and analytics to drive performance, improve compliance, and enhance efficiencies within the contact center. This role involves analyzing large data sets, designing communication strategies, and managing dialer operations to support business needs and continuous improvement.
Responsibilities
- Develop reporting and analytics to drive performance, improve compliance, and enhance efficiencies.
- Analyze large data sets and make recommendations based on business needs.
- Design communication strategies including outbound dialer campaigns, text messaging, email, letters, and live chat.
- Partner with leadership to proactively communicate strategies and results.
- Collaborate cross-functionally to deliver process improvement initiatives.
- Manage dialer operations across multiple portfolios.
- Drive continuous improvement through proactive recommendations on strategies and outcomes.
- Support ad-hoc projects as outlined by management.
Requirements
- Minimum three (3) years of contact center experience, including predictive dialer administration.
- Technical proficiency in MS Office, VBA coding, SQL/Snowflake, and relational databases.
- Knowledge of collections industry and regulatory environments (FDCPA, TCPA, CCPA, CFPB, Gramm-Leach Bliley Act).
- Proven success in dashboard development and presenting recommendations to executive leadership.
- Strong communication skills and ability to lead a team of analysts.
Skills
- Predictive dialer administration
- MS Office
- VBA coding
- SQL/Snowflake
- Relational databases
- BI reporting
- Oracle
- MS Project
- Six Sigma
- Lean
- Analytical skills
- Quantitative expertise
- Dashboard development
- Communication skills
Location
- Remote
Work Type
- Full-time
Experience Level
- 3+ years of contact center experience
Education Level
- Six Sigma and/or Lean certification preferred
Benefits
- Comprehensive benefits package, including health insurance and retirement plans
- Professional development funding
- Discounted hotel stays across Australia, Fiji, Philippines and New Zealand
- Subsidized private health cover upon hire
About the Company
- 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.
- Travel + Leisure Co. is the world’s leading membership and leisure travel company offering vacation ownership, travel membership, and exchange programs.
- We provide outstanding vacation experiences and travel inspiration to millions of owners, members, and subscribers every year.
- We believe that all vacation moments start with our associates, and we’re proud of our global teams that turn vacation inspiration into exceptional travel experiences.
Equal Opportunity
- 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.