[Remote] Analyst, Contact Center Communications
Note: The job is a remote job and is open to candidates in USA. 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 Analyst, Contact Center Communications is responsible for developing call strategies, managing daily functions of dialer operations, and driving continuous improvement through proactive recommendations.
Responsibilities
- 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%)
Skills
- Bachelor's Degree required
- Advanced analytical skills required
- Good communication and interpersonal skills, both verbal and written, that promote open and trustworthy working relationships
- Ability to efficiently multi-task
- Demonstrated quantitative skills; detail oriented
- Effectively manage time and resources to ensure that work is completed efficiently
- 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 MS Office skills (Word, Excel, Access, Powerpoint and Outlook)
- Autodialer and telephony technologies required
- VBA Coding required
- Three years contact center experience required
- One year predictive dialer administration (or similar) required
- Masters Level Degree in Business, MIS, computer programming or other field of study reasonably applicable
- Dialer training preferred (CXOne, Avaya, Noble, etc)
- Six Sigma and/or Lean certification
- 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
- MS Project
- SQL and/or SAS
- Relational database experience
- Power BI reporting experience
- Oracle experience
Benefits
- Medical
- Dental
- Vision
- Flexible spending accounts
- Life and accident coverage
- Disability
- Depending on position, paid time off, parental leave and holidays (speak to your recruiter for additional information)
- Wish day paid time to volunteer at an approved organization of your choice
- 401k with employer match (subject to eligibility requirements, including tenure - speak to your recruiter for additional information)
- Legal and identify theft plan
- Voluntary income protection benefits
- Wellness program (subject to provider availability)
- Employee Assistance Program
Company Overview