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Business Applications Manager - Dialer Operations

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Business Applications Manager - Dialer Operations

  • Central Location, Orlando, Florida, United States, 32821
  • Central Location, Las Vegas, Nevada, United States, 89169
  • Full Time

Go Put the World on Vacation

 

At Wyndham Destinations our goal is simple: to put the world on vacation. Our award-winning team of nearly 15,000 associates is diverse and dedicated, caring and creative. Together we’re shaping the future of the timeshare industry by doing things never done before. That’s part of what makes our work fun and interesting. Every day is a chance to learn something new and influence the global business.

Summary:

The Business Applications Manager is responsible for providing technical solutions, services and processes required to support Wyndham Consumer Finance contact center operations and related departments throughout Wyndham Vacation Clubs (WVC).  The Manager will be responsible for understanding business requirements and meeting them through the successful development, maintenance, and strategic use of contact center support systems and services such as autodialer technology, database applications, data repositories, system security and administration, system integration, and related reporting.  The Manager will ensure business systems, call campaigns, and processes operate without fail, scale with increased transactional volume, and are flexible to meet the ever-changing needs of the business.

The Manager will develop solution strategies, develop and manage staff, and ensure the delivery of quality work.  When developing new solutions, the Manager will be responsible for standard project management activities such as developing project plans, aligning resources, managing project work and teams, developing project communication tracking project cost, and communicating project status to key project members and stakeholders.

The position will serve as an internal consultant to the Collections department, working tactically and strategically with call center leaders to ensure solutions meet the business’ needs. The candidate must have demonstrated proficiency in deploying successful business solutions and must be a strategic thinker with a strong ability to influence all levels of an organization.  This role supports Club Wyndham, WorldMark, Shell Vacations brands and business partners in the WVC Exchange and Rental network.

Responsibilities:

- Manages all aspects of delivering new and existing technical and service solutions for contact center leadership and their operations.  This includes requirements gathering, design, construction, testing, documentation and implementation of new solutions on time and within budget.  Evaluates the allocation of team resources and tools needed for delivering solutions.  Considers impact of new processes on existing processes.

- Creates plans and strategies regarding technical and service solutions to meet current and future business needs.

- Selects, trains, evaluates, supervises, and develops a small team of direct reports.  Includes development plans and succession plans.

- Establishes relationships and work closely with IT and other external partners to determine and deliver appropriate solutions for the business.

- Performs other duties as needed.

Minimum Qualifications:

- 4 year degree in business, computer science, or related degree or equivalent experience required.

- Project Management certification preferred.

- 7+ years experience in related field, with prior experience managing teams delivering business applications/systems.

- 1+ years working in a high-transactional call center environment or similar experience.

- Previous experience with autodialer technology for a contact center environment required.

- Ability to lead technical staff to achieve business solutions and creatively use technology to solve challenging business problems.

- Utilize solid judgment, technical knowledge, problem solving and customer skills to ensure that service/fulfillment and project requirements are achieved and maintained.

- Excellent written and oral communication skills to effectively communicate professionally and build strong working relationships with team, internal clients, and external business partners.

- Excellent active listening skills.

- Detailed oriented as well as team and result oriented.

- Result driven to meet project deadlines.

- Advanced proficiency in use of PC’s and MS Office products as well as ability to mentor staff responsible for technical proficiency in:

  • MS Access databases:  Tables, relationships, queries, SQL, etc.

  • Excel forms: form fields, buttons, navigation, VBS, etc.

  • Visual Basic code/scripting for system functionality

  • Visual Basic code/scripting/macros to input and extract data in legacy systems and provide automated navigation using webterm and other 3rd party products.

  • Integration of data and functionality with other MS Office products, such as Excel, SharePoint, SQL Server, etc.

  • MS Access Administration: importing/exporting data, version control, backups, etc.

- Advanced proficiency in process design

Unless there is a legal requirement, experience will be accepted for the education requirement

A World of Inclusion

Hospitality is at the heart of all we do at Wyndham Destinations, 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-17060

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