Coordinator Operations (Contact Center Workforce) at Hilton Global in Addison, Texas

Job Description:

***The location for this position is virtual/remote***

This is your chance to be part of a Customer Care Team that is revolutionizing human hospitality in a digital world. As a Real-Time Coordinator, reporting to the Intraday & Real-Time Supervisor, you will strive to provide personalized solutions that inspire a passion for travel, making a lasting impression with every Hilton guest with whom you interact. You will monitor service levels across multiple channels (voice, email and chat) and identify risks to operational performance.

HOW WE WILL SUPPORT YOU

Hilton is proud to support the mental and physical wellbeing of all Team Members so they can Thrive personally and professionally in a diverse and inclusive environment, thanks to programs and benefits such as:

• Go Hilton travel program: 100 nights of discounted travel with room rates as low as $40/night
• Hilton Shares: Our employee stock purchase program (ESPP) - you can purchase Hilton shares at a 15 percent discount
• Paid parental leave for eligible Team Members, including partners and adoptive parents
• Mental health resources including free counseling through our Employee Assistance Program
• Paid Time Off (PTO)
• Learn more about the rest of our benefits

At Hilton, we believe every Team Member is a leader. We are committed to offering leadership development opportunities and programs through every step of a Team Member's career journey and at every level, both in our hotels and across corporate.

**Available benefits may vary depending upon terms and conditions of employment and are subject to the terms and conditions of the plans.

HOW YOU WILL MAKE AN IMPACT

Your role is important and below are some of the fundamental job duties that make your work unique.

What your day-to-day will be like:

• Monitor real-time staffing including monitoring multi-channel (voice, email, and chat) queues to maintain service level performance, shrinkage management, staffing, and time-off management for a global workforce.
• Monitor, track, and report Intraday performance of call volume and staffing levels across multiple locations to ensure ongoing service performance is maintained; manage real-time call volume of a worldwide contact center with over 5,000 team members
• Manage call volume, daily attendance, and break schedules.

How you will collaborate with others:

• Communicate important and necessary information to team members via email, memos, reports and phone calls.
• Provide staffing updates and suggestions to leadership based on real-time monitoring.
• Update schedules and status codes within eWFM (Aspect/Alvaria).

What projects you will take ownership of:

• Produce Intraday performance reports and other ad hoc reporting.
• Manage agent hotline queue.

WHY YOU'LL BE A GREAT FIT

You have these minimum qualifications:

• Minimum two (2) years of professional work experience in large call center operations (more than 500 seats) or contact center workforce planning
• Experience using contact center operations tools such as WFM tools, Intraday queue monitoring tools or routing tools

It would be useful if you have:

• Bachelor's Degree, or Associate Degree plus 3+ years of professional experience, or High School Degree/GED plus 5+ years of professional experience.
• Prior experience using workforce management and planning tools (e.g. Avaya CMS, Aspect RTA, Amazon Connect, IEX/NICE)
• Intermediate Microsoft Excel skills, including advanced formulas, Outlook, and Word
• Experience making basic contact routing changes to manage intra-day workload

WHAT IT IS LIKE WORKING FOR HILTON

Hilton, the #1 World's Best Workplace, is a leading global hospitality company with a diverse portfolio of world-class brands . Dedicated to filling the earth with the light and warmth of hospitality, we have welcomed more than 3 billion guests in our more-than 100-year history. Hilton is proud to have an award-winning workplace culture and we are consistently named among one of the World's Best Workplaces. Check out the Hilton Careers blog and Instagram to learn more about what it's like to be on Team Hilton!

It is the policy of Hilton to employ qualified persons without regard to color, race, creed, religion, national origin, ancestry, citizenship status, age, sex or gender (including pregnancy, childbirth and related medication conditions), gender identity or gender expression, sexual orientation, marital status, military service, status as a protected veteran, disability, protected medical condition as defined by applicable law, genetic information, or any other protected group status as defined by and subject to applicable federal, state and local laws.

We provide reasonable accommodations to qualified persons with disabilities to perform the essential functions of the position and provide other benefits and privileges of employment in accordance with applicable law. Please contact us if you require an accommodation during the application process.

Hilton offers its eligible team members a comprehensive benefits package including medical and prescription drug coverage, dental coverage, vision coverage, life insurance, short-and long-term disability insurance, access to our employee stock purchase plan (ESPP) where you can purchase Hilton shares at a 15 percent discount, a 401(k) savings plan, 20 days of paid time off accruing over your first year of employment and increasing up to 25 days after completing one year of full employment, up to 12 weeks of paid leave for birth parents and 4 weeks for non-birth parents, 10 paid holidays and 2 floating holidays throughout the year, up to 5 bereavement days, flexible spending accounts, a health savings account, an employee assistance program, access to a care coordination program ("Wellthy"), a legal services program, an educational assistance program, adoption assistance, a backup childcare program, pre-tax commuter benefit and our travel discount. The hourly rate for this role is $19-$24/hour and is determined based on applicable and specialized experience and location. #LI-REMOTE

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