Director, Contact Center

About the role

The Director, Contact Center will lead the contact centre function for Travel + Leisure Co., driving collections performance, customer outcomes, operational efficiency and service delivery across consumer finance portfolios.

Key responsibilities

• Provide strategic and operational leadership for the Contact Centre, ensuring exceptional service and strong cash‑flow results.
• Define and execute collections strategy across Consumer Finance portfolios, overseeing finance and levies portfolios to achieve low default rates.
• Ensure compliance with securitisation covenants and all operational regulatory obligations.
• Manage inbound demand, workforce planning and service delivery to meet agreed service‑level goals.
• Maintain thorough knowledge of club and finance documentation, procedures and applicable legislation.
• Guarantee the accuracy and integrity of operational and financial data used for decision‑making.
• Develop predictive measures, reporting frameworks and insights to optimise business performance.
• Produce daily, weekly, monthly and annual performance reports and verify results.
• Build strong relationships with key internal stakeholders to foster collaboration.
• Lead, coach and develop teams through clear direction and ongoing support.
• Maintain high customer survey scores and Hub performance metrics.

Required profile

• Proven experience leading large‑scale contact centre operations.
• Strong background in collections, finance and portfolio management.
• Demonstrated ability to ensure compliance with securitisation and regulatory requirements.
• Excellent stakeholder management and communication skills.
• Track record of coaching and developing high‑performing teams.

Required skills