Dir-Contact Center Ops

Holiday Inn Club Vacations Incorporated; Orlando (FL); On-site; USD 120,000 - 180,000; Full time

Job summary

Holiday Inn Club Vacations Incorporated seeks a Director-level leader to oversee Marketing Call Center operations, project management, and related budgeting. You will coordinate cross-functional teams, drive service improvements, and partner with internal and external stakeholders to enhance guest experiences.

The role emphasizes strategic planning, program execution, and effective communication to ensure seamless marketing and call center performance across the organization.

Qualifications

• Requires leadership experience in a contact center or call center setting.
• Oversees marketing contact center day-to-day operations and budgeting.
• Collaborates with internal and external partners to drive guest satisfaction.

Responsibilities

• Manage and control all Marketing Contact Center day-to-day functional operations.
• Communicate service trends and issue resolution across all functions for Holiday Inn Club Vacations, Inc.
• Provide input to internal clients and external 3rd party clients; implement strategic plans for Contact Center Operations including budgets and tracking.
• Lead projects and programs related to call center operations and marketing initiatives; track and report on performance and initiatives.

Education

High School Diploma

Bachelor's/Associate Degree

Timeshare/Hospitality experience

Job description

At Holiday Inn Club Vacations, we believe in strengthening families. And we look for people who exhibit the courage, caring and creativity to help us become the most loved brand in family travel. We’re committed to growing our people, memberships, resorts, and guest love. That’s why we need individuals who are passionate in life and bring those qualities to work every day. Do you instill confidence, trust, and respect in those around you? Do you encourage success and build relationships? If so, we’re looking for you.

Position Description:

Under the leadership of the VP of Corporate Marketing, this position is responsible for managing and controlling all Marketing Contact Center day to day functional operations. Responsible for actively communicating service trends and systematic issue resolution across all functions for Holiday Inn Club Vacations, Inc. Provides input and feedback to internal clients and external 3rd party clients. Implements strategic and long-term plans for Contact Center Operations to include expense budget and tracking, trend analysis, representation for development and feedback related to new programs, project implementations and communication. The Director will be a resource to his/her team, peers, Executive Management and internal and external business partners by answering questions, facilitating business decisions, sharing opinions and perspectives, suggesting new and creative ideas to enhance guest satisfaction.

Responsible for overseeing all Marketing functions related to Call Center Operations and Project Management, to include TMO intitiave tracking and execution.

Responsible for department expense management as it relates to scorecard achievement and production goals. This may include operational staffing, IT project implementation, rewards & recognition programs, along with fulfillment and offshore reconciliation.

Serve as the operational lead across the Call Center organization, coordinating priorities, initiatives, risks, and dependencies through innovation and process improvement. Partners with internal/external organizations to integrate new products and technologies.

Partners with VP with representing Marketing department in regard to new program strategy, new product & services development, and process improvement across all companywide organizations to drive a seamless guest experience.

This job description in no way states or implies that these are the only duties to be performed by the employee in this position. It is not intended to give all details or a step-by-step account of the way each procedure or task is performed. The incumbent is expected to perform other duties necessary for the effective operation of the department.

Education and/ or Experience:

• High School Diploma. Bachelors/Associate Degree, and/or Timeshare/Hospitality experience
• Bachelors degree or 5 year equivalent work experience

Physical Demands

While performing the duties of this job the employee may be required to sit or stand for extended periods of time. Will be required to bend, twist, reach, push, pull, and operate office machinery. Must be able to lift to thirty pounds. Specific work assignments may change without notice. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions of the job.

Working Conditions:

Most of the work will be performed in a climate-controlled environment but may be exposed to inclement weather and varying degrees of temperature on occasion.

Work Schedule/Hours:

Schedules will vary depending on business needs, and may entail working nights, weekends, and holidays. Must be flexible to work outside of departmental operating hours.

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