Analyst, Contact Center Communications (PHL)-2

Travel + Leisure Global Support Services (Philippines) Inc.; Philippines; On-site; PHP 600,000 - 900,000; Full time

Benefits offered by this job

Health insurance

Retirement plans

Professional development funding

Hotel discounts

Private health cover

Job summary

Travel + Leisure Co. seeks an experienced Analyst, Contact Center Communications to develop analytics, dashboards, and reporting that drive performance and compliance.

You will analyze large data sets, design dialer and communication strategies, and partner with leadership to communicate results across portfolios. The role requires hands-on BI tooling, SQL/Snowflake, Oracle, and experience presenting to executives.

Qualifications

• Minimum three (3) years of contact center experience, including predictive dialer administration.
• Dialer training (CISCO, Avaya, Noble) preferred.
• Technical proficiency in MS Office, VBA coding, SQL/Snowflake, and relational databases.
• Experience with BI reporting, Oracle, and MS Project preferred.
• Six Sigma and/or Lean certification preferred.
• Advanced analytical skills with demonstrated quantitative expertise.

Responsibilities

• Develop reporting and analytics to drive performance, improve compliance, and enhance efficiencies.
• Analyze large data sets and make recommendations based on business needs.
• Design communication strategies including outbound dialer campaigns, text messaging, email, letters, and live chat.
• Partner with leadership to proactively communicate strategies and results.
• Collaborate cross-functionally to deliver process improvement initiatives.
• Manage dialer operations across multiple portfolios.
• Drive continuous improvement through proactive recommendations on strategies and outcomes.
• Support ad-hoc projects as outlined by management.

Skills

Predictive dialer

Dashboard development

Analytical skills

Executive storytelling

Communication

Six Sigma/Lean

Tools

SQL/Snowflake

Oracle

MS Project

VBA

MS Office

Job description

Overview

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.

Go Where Opportunity Is Everywhere. At Travel + Leisure Co, every day is an adventure where drive meets opportunity. Wherever you want to take your career, let’s get there together. We are seeking an experienced Analyst, Contact Center Communications to join our team!

How You’ll Shine

• Develop reporting and analytics to drive performance, improve compliance, and enhance efficiencies.
• Analyze large data sets and make recommendations based on business needs.
• Design communication strategies including outbound dialer campaigns, text messaging, email, letters, and live chat.
• Partner with leadership to proactively communicate strategies and results.
• Collaborate cross-functionally to deliver process improvement initiatives.
• Manage dialer operations across multiple portfolios.
• Drive continuous improvement through proactive recommendations on strategies and outcomes.
• Support ad-hoc projects as outlined by management.

How You’ll Be Rewarded

• Build your career with a value-driven organization that promotes continual growth and development for its people.
• Benefits include: Comprehensive benefits package, including health insurance and retirement plans; Professional development funding; Discounted hotel stays across Australia, Fiji, Philippines and New Zealand; Subsidized private health cover upon hire.

What You Will Bring

• Minimum three (3) years of contact center experience, including predictive dialer administration.
• Dialer training (CISCO, Avaya, Noble) preferred.
• Technical proficiency in MS Office, VBA coding, SQL/Snowflake, and relational databases.
• Experience with BI reporting, Oracle, and MS Project preferred.
• Six Sigma and/or Lean certification preferred.
• Advanced analytical skills with demonstrated quantitative expertise.
• Knowledge of collections industry and regulatory environments (FDCPA, TCPA, CCPA, CFPB, Gramm-Leach Bliley Act).
• Proven success in dashboard development and presenting recommendations to executive leadership.
• Strong communication skills and ability to lead a team of analysts.

About Travel + Leisure Co.

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 [e-mail], including the title and location of the position for which you are applying.

Travel + Leisure Co. is the world’s leading membership and leisure travel company offering vacation ownership, travel membership, and exchange programs. We provide outstanding vacation experiences and travel inspiration to millions of owners, members, and subscribers every year. We believe that all vacation moments start with our associates, and we’re proud of our global teams that turn vacation inspiration into exceptional travel experiences.