Dialer Administrator - Telecom Analytics

Wyndham Vacation Ownership is currently seeking a Dialer Administrator in Orlando, Florida.  The Dialer Administrator is responsible for developing and recommending call strategies to collections leadership, develop reporting that provides analytical insight into collections dialer performance, providing guidance to Dialer Administrator positions, and managing the daily functions for the Wyndham Consumer Finance vendor hosted, predictive, preview and unmanned dialer operations. 

• Key areas include the successful receipt of daily downloads from the Computer Assisted Collections System (CACS), generating files for manual upload to the dialer system for Shell, and creating calling campaigns while ensuring compliance with all local, state and federal regulations. In addition, the Dialer Administrator provides production reporting and valuable input to the collection management team with regards to the dialer strategy. 
• The Dialer Administrator is also responsible for driving continuous improvement through proactive recommendations on daily strategies and results, and works in close partnership with the Operations team.

Responsibilities include, but are not limited to:

• Drive conversations and recommendations with Collections strategy owners to recommend specific call campaigns or strategies based on current and historical results
• Maximize outbound dialer efficiency by providing liver-person connects to each dialer agent per hour, while adhering to local, state and federal regulations including building dialer filters ensuring that these goals are met
• Lead and participate in ongoing communication with the leadership team to develop effective vendor hosted, predictive, preview and unmanned campaign strategies.
• Interact with call center management regarding recommendations to ensure that dialing strategies are in-line with production goals
• Work with Operations team to regularly review reports generated (daily, weekly or monthly) and obtain feedback from business partners on improved or new reporting requests
• Track and log all systems issue which affect dialer outbound or inbound production and provide monthly reporting including root cause of down time experienced

Qualifications

Education

• Bachelors or Higher Level Degree in Business, MIS, computer programming or other field of study reasonably applicable. Work experience may be substituted for this requirement.

Knowledge and skills 

• 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

Technical Skills

• Knowledge of MS Office (Word, Excel and Outlook).  
• Ability to develop SQL queries required.
• MS Access preferred. Relational database experience preferred. 
• BI/Reporting experience required, Hyperion preferred

Job experience

• 3-5 years predictive dialer experience
• Ability to analyze and communicate results
• Minimum of 3 years consumer collection experience preferred

Unless there is a legal requirement, experience will be accepted for the education requirement.

Envision your career with one of the world's largest hospitality companies. Wyndham Vacation Ownership, a member of Wyndham Worldwide’s (NYSE: WYN) family of companies, is the world’s largest vacation ownership business, as measured by the number of vacation ownership resorts, individual vacation ownership units and owners of vacation ownership interests. Headquartered in Orlando, Florida, the company develops and operates an expansive portfolio of resorts, managing comprehensive vacation ownership sales, marketing, and consumer financing operations. The company’s seven primary consumer brands include: CLUB WYNDHAM®, WorldMark® by Wyndham, CLUB WYNDHAM® ASIA, WorldMark South Pacific Club by Wyndham, Shell Vacations Club, Margaritaville Vacation Club® by Wyndham and WYNDHAM CLUB BRASILSM. As of December 31, 2016, the company has developed or acquired 219 vacation ownership resorts in the U.S., Canada, Mexico, the Caribbean, South America and the South Pacific that represent approximately 25,000 individual vacation ownership units and nearly 900,000 owners of vacation ownership interests. Wyndham Vacation Ownership is supported by approximately 18,000 associates worldwide. 

As one of FORTUNE Magazine's Most Admired Companies, Wyndham Worldwide is one family, one team of professionals who actively strive to provide our customers and each other with our signature Count On Me! Service promise. A promise to be responsive to needs, to be respectful in every way and deliver a great experience. It's more than a promise, at Wyndham it's been recognized as a commitment, visible in our awards including Newsweek's 100 Greenest Companies, Diversity Inc's 25 Noteworthy Companies and Ethisphere Institute Lists of the World's Most Ethical Companies amongst others. Come and join our Wyndham Family and discover the rewards for your career.

Benefits

A career at Wyndham offers you great benefit opportunities with a competitive package of salary, benefits and recognition. In addition to great employee discounts on such travel related areas as hotel & lodging, car rentals & other goods & services, you will receive:

• Medical/dental and vision care plans
• A 401(k) program that matches dollar for dollar up to 6% of salary (to government max)
• Programs that include Flexible Spending Accounts, short & long term disability, life insurance & educational assistance amongst others

Along the way, you will have an opportunity to contribute to improving the world around us through our volunteer efforts and global sustainability program, Wyndham Green.

Come and be part of One Family, One Team, One Company . . . Wyndham

People Make the Difference