job description
At Travel + Leisure Co., we believe in transforming dreams into unforgettable experiences. As a global leader in hospitality and travel, we are committed to putting the world on vacationâone exceptional guest interaction at a time. We are now seeking a visionary Director of Contact Center to lead our customer service operations in Bali, Indonesia, ensuring seamless, world-class support that aligns with our mission of delivering joy and inspiration.
In this high-impact role, you will oversee a dynamic, multilingual contact center team, driving operational excellence, innovation, and customer satisfaction. You will strategize to enhance efficiency, leverage cutting-edge technology, and foster a culture of empowermentâwhere every agent feels valued and every guest feels heard. This is your opportunity to shape the future of customer experience in one of the worldâs most iconic travel destinations.
If you are a strategic leader with a passion for service excellence and a track record of scaling high-performing contact centers, we invite you to join us in redefining hospitalityâone conversation at a time.
Responsibility
- Strategic Leadership: Develop and execute a long-term vision for the contact center, aligning with Travel + Leisure Co.âs global customer experience standards.
- Operational Excellence: Oversee daily operations, ensuring SLAs, KPIs (e.g., CSAT, FRT, resolution rates), and quality benchmarks are consistently met or exceeded.
- Team Development: Recruit, train, and mentor a high-performing team of supervisors and agents, fostering a culture of accountability, empathy, and continuous improvement.
- Technology & Innovation: Implement and optimize contact center technologies (e.g., CRM, IVR, AI chatbots, workforce management tools) to enhance efficiency and personalization.
- Cross-Functional Collaboration: Partner with marketing, sales, and product teams to ensure seamless customer journeys and proactive issue resolution.
- Data-Driven Decision Making: Analyze performance metrics and customer feedback to identify trends, gaps, and opportunities for service enhancement.
- Budget & Resource Management: Manage the contact center budget, including staffing, tools, and outsourcing, while maximizing ROI.
- Crisis & Escalation Handling: Serve as the primary escalation point for complex customer issues, ensuring swift and satisfactory resolutions.
Qualifications
- Proven Experience: 8+ years in contact center leadership, with at least 3 years as a Director/Head of Contact Center in hospitality, travel, or a high-volume service industry.
- Industry Knowledge: Deep understanding of travel, tourism, or hospitality customer service dynamics, including reservations, complaints, and loyalty programs.
- Leadership Skills: Exceptional ability to inspire, coach, and manage large, diverse teams in a fast-paced, multilingual environment.
- Technical Proficiency: Hands-on experience with contact center platforms (e.g., Genesys, Five9, Zendesk, Salesforce) and workforce optimization tools.
- Analytical Mindset: Strong data interpretation skills to translate insights into actionable strategies for performance improvement.
- Communication: Fluent in English (additional languages, e.g., Indonesian, Mandarin, or Japanese, are a plus).
- Problem-Solving: Adept at resolving high-stakes customer issues with diplomacy and creativity.
- Education: Bachelorâs degree in Business, Hospitality, or related field; MBA or advanced certification in contact center management is a advantage.