Job Description
The Workforce Manager is responsible for call volume and staff forecasts and for the Call Transfer departments in Orlando, in Springfield, and in Las Vegas, as well as generating and distributing schedules for all agents in Orlando and Las Vegas locations. Analyze historical call volume data, present and make recommendations on staffing levels for optimizing workforce efficiencies. Handle all agent schedule change and PTO requests, setting PTO allotments. Produce reports for multiple support departments. Train leadership in Workforce management program usage in a real time call center environment. Make staffing recommendations for the Recruiting Team and Leadership to hire new agents based on current business needs. Work with Training department to schedule training sessions to maximize agent attendance and meet business need. Conduct ad hoc project work for Leadership in multiple departments. Consult with other Hilton Grand Vacation call center departments to evaluate and improve Workforce Management processes and procedures. Monitors and develops daily activities and duties for two Workforce Coordinators in Call Transfer in Orlando.
Monitors the application of the forecasting and scheduling program, including policy and procedures, operating structure, and information flow. Independently analyzes contact center trends in order to predict long and short-term staffing needs. Extensive knowledge of and experience with call volume forecasting and scheduling. Knowledge of I3 telephony systems and of ICBM and the Optimizer workforce program.
Able to understand and compile short and long term staffing plans with competing operational goals and effectively distribute resources to meet all goals simultaneously.
Must understand IVR, ACD, Dialer and other call delivery technology platforms.
Must be able to clearly communicate recommendations and guidance to senior operational leaders.
Must be able to be a single point of contact for the entire team.
Must be able to effectively drive requirements, discipline and results with local and remote teams.
Must be able to consolidate staffing requirements for multiple units and projects in the organization into a global staffing model.
Proactively identify and initiate change to address performance and process issues.
Prepare and present key strategic and day to day operational staffing and performance analytics to executive, managerial and front line partners to drive changes in behaviors, metrics and performance.
Supportive Functions:
Manage Workforce personnel
Assist in hiring Workforce personnel including writing job descriptions, interview questions, and hiring recommendations
Work with HR Recruiting team to identify appropriate Workforce team candidates
Trains Supervisors and Team Leads on Workforce Management tools and its usage in a real time .
Conducts Project work for Department Leadership when requested.
Job Requirements
What are we looking for?
Required qualifications:
Five or more years experience in both short and long term call volume forecasting and scheduling for call centers of 200 agents or more
Working knowledge and understanding of call center operations, terminology, definitions, KPI's, and common practices.
Advanced PC skills and proven ability with Microsoft Excel.
Strong communication skills with the ability to convey need, urgency and resolution.
Ability to be objective, maintain confidentiality and partner across departments to meet and exceed department objectives.
Ability to learn quickly and adapt to changing call center environment.
BA/BS/Bachelors Degree
Preferred Qualifications:
I3 Optimizer Certification preferred
Since being founded in 1919, Hilton Worldwide has been a leader in the hospitality industry. Today, Hilton Worldwide remains a beacon of innovation, quality, and success. This continued leadership is the result of our Team Members staying true to our Vision, Mission, and Values. Specifically, we look for demonstration of these Values:
H Hospitality - We're passionate about delivering exceptional guest experiences.
I Integrity - We do the right thing, all the time.
L Leadership - We're leaders in our industry and in our communities.
T Teamwork - We're team players in everything we do.
O Ownership - We're the owners of our actions and decisions.
N Now - We operate with a sense of urgency and discipline
In addition, we look for the demonstration of the following key attributes in our Team Members:
Living the Values
Quality
Productivity
Dependability
Customer Focus
Teamwork
Adaptability
What benefits will I receive?
Your benefits will include a competitive starting salary and, depending upon eligibility, a vacation or Paid Time Off (PTO) benefit. You will instantly have access to our unique benefits such as the Team Member and Family Travel Program, which provides reduced hotel room rates at many of our hotels for you and your family, plus discounts on products and services offered by Hilton Worldwide and its partners. After 90 days you may enroll in Hilton WorldwideÆs Health & Welfare benefit plans, depending on eligibility. Hilton Worldwide also offers eligible team members a 401K Savings Plan, as well as Employee Assistance and Educational Assistance Programs. We look forward to reviewing with you the specific benefits you would receive as a Hilton Worldwide Team Member. The above information is provided as a highlight of the major benefits offered to most full-team team members in the United States. All benefits listed may not be offered at all locations. This is not a summary plan description or official plan document.
What will it be like to work for this Hilton Worldwide Brand?
Hilton Grand Vacations is the preeminent vacation ownership and Club Membership brand of the Hilton Worldwide portfolio. Ownership of a deeded real estate interest provides Members with a lifetime of unsurpassed vacation advantages via the most innovative, flexible, global Club program in the industry. Club Members choose when and where to vacation, enjoying the comfort and convenience of residential-style resort accommodations in select, renowned destinations. Each Club property provides a distinctive setting, while signature elements remain consistent, such as high-quality guest service, spacious residences and extensive on-property amenities. From exciting Orlando and dynamic Las Vegas, to the laid-back lifestyles of Hawaii and California, or the cosmopolitan glamour of New York City and South Beach, we take pride in offering our guests a superior vacation ownership program in the worldÆs most celebrated locations. For those aspiring to the good life, Hilton Grand Vacations offers a passport to endless vacation memories.
Hilton Grand Vacations is one of Hilton WorldwideÆs ten market-leading brands..
If you understand the importance of providing others with a superior vacation experience, you may be just the person we are looking for to work as a Team Member with Hilton Grand Vacations.
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