Contact Center Director

About the role

Travel + Leisure Co. is seeking an experienced Contact Center Director to lead its end‑to‑end contact centre function. You will be responsible for driving performance across consumer finance portfolios while ensuring exceptional customer experiences and strict compliance.

Key responsibilities

• Lead contact centre operations to achieve strong cash flow, service levels, and low default rates.
• Develop and execute collections strategy, monitoring portfolio outcomes.
• Manage inbound demand, workforce planning, and team priorities.
• Ensure compliance with regulatory and securitisation requirements.
• Oversee reporting, data integrity, and performance insights.
• Build and maintain strong stakeholder relationships across the business.
• Lead, coach, and develop high‑performing teams.
• Drive continuous improvement across processes, systems, and service delivery.

Required profile

• Proven leadership experience in contact centres and/or collections.
• Strong understanding of consumer finance and compliance.
• Data‑driven mindset with focus on performance and continuous improvement.
• Exceptional leadership and stakeholder management abilities.

Required skills

What we offer

• Supportive, high‑performing team environment.
• Career development and cross‑functional learning opportunities.
• Exposure to a large‑scale finance operation.
• Collaborative culture focused on growth and innovation.
• Commitment to integrity, service, and teamwork.