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Contact Center Director - Owner Resolution and Strategy

  • Central Location, Orlando, Florida, United States, 32821
  • Full Time

Go Put the World on Vacation

 

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.

Job Requisition: R-19604

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