Job Description
About the position The Coordinator Operations (Contact Center Workforce) role at Hilton is a vital position within the Customer Care Team, focusing on real-time monitoring and management of staffing and service levels across various communication channels. This remote position aims to enhance operational performance and ensure a high-quality experience for Hilton guests by providing personalized solutions and support. Responsibilities • Monitor real-time staffing and service level performance across voice, email, and chat channels. • Track and report Intraday performance of call volume and staffing levels across multiple locations. • Manage call volume, daily attendance, and break schedules for a global workforce. • Communicate important 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). • Produce Intraday performance reports and other ad hoc reporting. • Manage agent hotline queue. Requirements • 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. Nice-to-haves • 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. Benefits • Go Hilton travel program: 100 nights of discounted travel with room rates as low as $40/night. • Hilton Shares: Employee stock purchase program (ESPP) at a 15 percent discount. • Paid parental leave for eligible Team Members, including partners and adoptive parents. • Mental health resources including free counseling through the Employee Assistance Program. • Paid Time Off (PTO). • Comprehensive benefits package including medical, dental, vision, life insurance, and disability insurance. Apply tot his job