Analyst, Contact Center Communications

🔥 5 minutes ago

🐊 Florida, Nevada – Remote

🐊 Florida – Remote 🎰 Nevada – Remote

⏰ Full Time

🟡 Mid-level

🟠 Senior

📞 Call Center Representative

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Travel + Leisure Co.

WebsiteLinkedInAll Job Openings

10,000+ employees

Founded 2021

👥 B2C

B2C • Hospitality

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. The company provides various benefits including wellness, travel discounts, and career development opportunities. It operates globally, focusing on resort operations, corporate sales and marketing, and offers comprehensive benefits to its employees.

📋 Description

• Develop and administer effective communication strategies to include outbound dialer campaigns, text messaging, email, letter and live chat (60%) • Proactively and effectively communicate with leadership on all communication strategies (20%) • 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 (10%) • Work on cross functional teams to deliver process improvement initiatives (5%) • Ad-hoc assignments or projects as outlined by manager (5%)

🎯 Requirements

• Bachelor’s Degree required • Masters Level Degree in Business, MIS, computer programming or other field of study reasonably applicable preferred • Dialer training preferred (CXOne, Avaya, Noble, etc) • Six Sigma and/or Lean certification preferred • Good communication and interpersonal skills, both verbal and written • Ability to efficiently multi-task • Demonstrated quantitative skills; detail oriented • 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 • Advanced analytical skills required • Strong leadership skills; Ability to lead a team of analysts and manage competing priorities • 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

🏖️ Benefits

• Medical • Dental • Vision • Flexible spending accounts • Life and accident coverage • Disability • Paid time off • Parental leave • Holidays • Wish day paid time to volunteer at an approved organization • 401k with employer match • Legal and identity theft plan • Voluntary income protection benefits • Wellness program • Employee Assistance Program