Think Beyond The Label Jobs

We Put the World on Vacation

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. Our dedicated associates help the company achieve its mission to put the world on vacation. 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.

The Contact Center Optimization Manager is responsible for developing and executing a comprehensive self-service roadmap that utilizes AI to enhance and modernize customer interactions across chat, and IVR channels. The Contact Center Optimization Manager is responsible for leading data science initiatives that drive business profitability, increased efficiencies and improved customer experience.

This role assists in the development of the Travel and Leisure advanced analytics infrastructure that informs decision making. The Contact Center Optimization Manager is expected to seek out business opportunities to leverage data science as a competitive advantage.

As a Contact Center Optimization Manager, you will serve as a lead on data science projects, collaborating with project/product managers, providing prioritization of tasks, balancing workload and the workforce management team.

This role is expected to present insights and recommendations to leaders and business partners and explain the benefits and impacts of the recommended solutions for Contact Center advance tools.

In addition, the Contact Center Optimization Manager collaborates with business partners and cross-functional teams, requiring effective communication skills, building relationships and partnerships, and leveraging business proficiency to solutions and recommendations.

How You'll Shine

• Solution Development - Proficiently design and develop algorithms and models to use against large datasets to create business insights; Execute tasks with high levels of efficiency and quality; Make appropriate selection, utilization and interpretation of advanced analytical methodologies; Effectively communicate insights and recommendations to both technical and non-technical leaders and business customers/partners; Prepare reports, updates and/or presentations related to progress made on a project or solution; Clearly communicate impacts of recommendations to drive alignment and appropriate implementation.

• Project Management & Team Support - Work with project teams and business partners to determine project goals; Provide direction on prioritization of work and ensure quality of work; Contact Center advance tools

• Business Collaboration - Leverage extensive business knowledge into solution approach; Effectively develop trust and collaboration with internal customers and cross-functional teams; Provide general education on advanced analytics to technical and non-technical business partners; Deep understanding of IT needs for the team to be successful in tackling business problems; Actively seek out new business opportunities to leverage data science as a competitive advantage.

• Technical Exploration & Development - Seek further knowledge on key developments within data science, technical skill sets, Contact Center advance tools and additional data sources; Participate in the continuous improvement of data science and analytics by developing replicable solutions (for example, codified data products, project documentation, process flowcharts) to ensure solutions are leveraged for future projects; Define best practices and develop clear vision for data analysis and model production; Contribute to library of reusable algorithms for future use, ensuring developed codes are documented

Travel Requirements

• Typically requires overnight travel less than 10% of the time.

Minimum Requirements and Qualifications

• Working knowledge of Microsoft Excel and Power Point

• Proficient in NICE CXOne/LiveOx, Cisco and Noble scripting language

• Proficient running queries against data (preferably SQL or Snowflake)

• Expertise in Contact Center advance tools

• Experience with text classification, sentiment analysis, entity recognition, and language modeling to analyze and understand customer interactions

• Experience in using reinforcement learning techniques to optimize dialogue strategies and enhance customer engagement

• Ability to design, implement, and measure the performance of chatbots, live chat and virtual assistants, ensuring they provide accurate and helpful user experiences

Education

• Bachelors Computer Engineering required

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

Training Requirements

• None

Knowledge and Skills

• Business Insight: Applying knowledge of the business and the marketplace to advance the organization's goals

• Collaborates: Building partnerships and working collaboratively with others to meet shared objectives

• Communicates Effectively: Developing and delivering multi-mode communications that convey a clear understanding of the unique needs of different audiences

• Cultivates Innovation: Creating new and better ways for the organization to be successful

• Customer Focus: Building strong customer relationships and delivering customer-centric solutions

• Develops Talent: Developing people to meet both their career goals and the organization's goals

• Directs Work: Provides direction, delegating and removing obstacles to get work done

• Drives Results: Consistently achieving results, even under tough circumstances

• Nimble Learning: Actively learning through experimentation when tackling new problems, using both successes and failures as learning fodder

• Optimizes Work Processes: Knowing the most efficient and effective processes to get things done, with a focus on continuous improvement and Contact Center advance tools

• Self-Development: Actively seeking new ways to grow and be challenged using both formal and informal development channels

Technical Skills

• Proficient in Contact Center advance tools, NICE CXOne/LiveOx, Cisco and Noble scripting language

Job Experience

• 5 years of experience

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.