• Job Description

  Req#: R-80556

  We Put the World on Vacation

  At Travel + Leisure Co., our mission is simple: to put the world on vacation. Our vacation ownership brands, Club Wyndham, Worldmark, Margaritaville Vacation Club, and Shell Vacations Club, include more than 245 vacation club resort locations across the globe. 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.

  Wyndham Destinations is seeking a Director of Global Workforce Optimization to improve, automate, and drive value across all aspects of workforce management including: capacity planning, site utilization, forecast and staffing models, scheduling, multi skilling scheduling, and real time intraday service level management. The director provides workforce leadership and management to the customer service, collections, financial servicing, and marketing operations of 1,200 associates in Las Vegas, Orlando, Philippines, and 50% virtual environment who service Club Wyndham, Extra Holidays, Margaritaville, Shell, Travel Agency, Travel Clubs, and WorldMark product lines.

  This self-initiated position responsibilities including service levels, budgeting, financial performance, revenue maximization and leadership development/career pathing. The director also manages the long-term conceptual modeling of the volume demand forecasting in a multi-site/skill based dynamic call center environment. The day-to-day activities will include Labor Modeling, Capacity Planning, managing short- and long-term staffing models, and call volume forecasting. The position also acts as a liaison with Corporate Finance to ensure accurate variable labor forecasting and variance explanations. The position assists the call center operations with making strategic decisions on new hire class FTE needs as well as analysis and decision making on all load factor attributes that support optimum call center service levels for inbound and outbound call traffic.

  This position will also be responsible for supporting effective communication to business stakeholders and senior leadership to enable them to increase efficiencies and operational performance throughout the organization.

  How You'll Shine

  • Provide innovative leadership and strategic direction to the intra-day scheduling, forecasting, real-time call flow, and capacity analysis business units of multiple operation divisions, both domestically and abroad.

  • Effectively manage the optimization of seat utilization across the operational network, including at home work capacity.

  • Responsible for partnership with Finance team for accurate budget development, monthly variable labor forecasting, and monthly operational decision improvements.

  • Support telephony technology integration activities, vendor relationships, and partnering with IT Telecom on emerging projects and technologies.

  • Responsible for the measurement and effectiveness of all deliverables from Call Center Operations including service levels, sales deliverables, call effectiveness metrics etc.

  • Responsible for the accuracy and labor effectiveness of all staffing forecasts, capacity planning and schedules.

  • Maintains, updates and enhances dynamic staffing models and databases to effectively manage and forecast call volume and staffing correlation needs.

  • Collaborate with the management teams to assess, develop and implement plans for the operational and technology infrastructure for Call Centers

  • Instill a service culture that exceeds Owner expectations to enable the organization to increase Owner Experience, Net Promoter Score and Customer Effort Score.

  • Interact with senior business leaders of each call center on behalf of the workforce team.

  • Motivate and lead a high performance technical expertise team; attract, recruit and retain members of the team, provide mentoring as a cornerstone to the current development of the team.

  Travel Requirements

  • Essential travel includes site visits as needed to call center sites, business partner meetings, and collocated associate bases in remote locations.

  What You'll Bring

  • Bachelors degree preferred.

  • Eight to ten years experience in workforce management, increasing in leadership ability, multiple location environment, analytical skills, and technology expertise.

  • Demonstrated experience in management of call center forecasting, capacity planning and scheduling practices.

  • Excellent interpersonal, presentation and written/oral communication skills.

  • Able to challenge management to think beyond conventional wisdom within the current business paradigm.

  • Demonstrates strong influencing, compromise, and analytical skills in partnership with multiple business units and leaders.

  • System expertise in workforce management, telecom systems required. Understanding of contact center performance metrics, measurements, and methodologies.

  • Must have strong creative planning skills along with the ability to operationalize change and improvement.

  • Must have a sense of urgency to appropriately tackle initiatives that offer the greatest opportunity to expand the business and meet aggressive deadlines.

  • Strong management skills including planning, organizing for results, leading and evaluating people, and controlling projects.

  • Ability to improve, simplify and enhance current processes to improve team member experience and drive operational/financial efficiencies.

  • Adaptable to changing priorities and a passion for delivering exceptional service.

  **Experience equivalent to the education requirement may be accepted in lieu of the education requirement.

  How You'll Be Rewarded:

  We offer a diverse range of comprehensive health and welfare benefits to associates who work 30 or more hours per week to meet your needs and support you throughout your career with us. Travel + Leisure Co. benefits include:

  Note: Temporary and/or seasonal associates are ineligible for Paid Time Off.

  • 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

  Where Memories Start with You

  Hospitality is at the heart of all we do at Travel + Leisure Co. Here, you’ll find an inclusive environment where we deliver excellence and take time to have fun, celebrate together, and support one another. We're always looking ahead to what’s next and how we can strengthen our business, its neighboring communities, and the customer experience. Join our global team and build a career where memories start with you.

  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.

• About the company

  Wyndham Destinations is an American timeshare company. Wyndham Destinations, headquartered in Orlando, Florida, operates several hotel brands around the world.

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