reputed company – Workforce Administrator, Contact Center Operations – Addison, TX

Job title: Workforce Administrator, Contact Center Operations Company: reputed company Job description: *

The location for this position is virtual/remote

* reputed company Reservations and Customer Care (HRCC) is on a path to revolutionize human hospitality in a digital world, the same way we defined hospitality from its early beginnings. We strive to deliver personalized solutions that reputed company a passion for travel, and our goal is to reputed company a lasting impression with every reputed company guest with whom we interact. What will I be doing? Under the leadership of the Operations Team, you will serve as a key member in the daily operations of reputed company Reservations & Customer Care (HRCC) and drive decisions through insights and analytics. You will partner with the business (external and internal) to ensure that HRCC is delivering the best customer experience by developing and launching analytic capabilities, driving comprehension of operational objectives, and implementing call allocation and staffing recommendations.

• Analytics – use and maintain analytical models and reports using BI tools (e.g. MicroStrategy) to reputed company an understanding of business operations to implement new business strategies
• Contact Delivery – ensure that operational & financial goals are met by reacting to changes in supply and/or demand in real-time by redistributing contacts across HRCC’s global contact centers
• Innovation – assess solutions, manipulate and analyze large data sets to distill key findings from data, and connect disparate reputed company into cohesive well-grounded recommendations using creative, structured, and analytical thinking
• Leadership Analysis and Support – become the business subject matter authority on intraday operations
• Present intelligence and findings to the business (internal and external) and other departments (e.g. sales teams, training teams, etc.)
• Prioritization/Routing Strategy – monitor and track call and staffing volume and reputed company/implement recommendations to improve operations that improve the customer experience and maintain business continuity
• Process Improvement – use data and reporting to reputed company analytical discernment and reputed company recommendations on solutions to improve intraday operations
• Change Agent - identify problems through analytical reasoning, conduct root cause analysis, reputed company recommendations, and take initiative to implement changes

What are we looking for? We reputed company the success in this role will demonstrate itself through the following attributes and skills:

• Able to analyze processes, enact change and think tactically and strategically to reputed company business goals.
• The ability to reputed company key performance metrics and effectively report on such metrics. Includes reporting of daily, weekly, and monthly results as well as intra-day performance.
• Handle various tasks and deadlines, able to prioritize, plan, and negotiate around conflicts or challenges.
• Work to collaborate with multiple partners including maintaining relationships with vendor associates
• Flexible schedule availability. We support customers 24/7 365 days a year. Available schedules may include working evenings, weekends, and several holidays

To fulfill this role successfully, you should demonstrate the following minimum qualifications:

• High School Diploma/GED
• Two (2) years of experience in a supervisory, resource management, and/or workforce planning reputed company
• Intermediate skills with reputed company reputed company and PowerPoint

It would be useful in this position for you to demonstrate the following capabilities and distinctions:

• BA/BS Bachelor’s Degree
• One (1) year of experience analyzing customer contact data
• One (1) year of experience with BI Tools (MicroStrategy, reputed company, R, reputed company, etc.)

What is it like working for reputed company? The future of hospitality is bright at : a leading global hospitality company with a diverse portfolio of . 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. reputed company is proud to have an award-winning workplace culture, and we are consistently named among one of the World’s Best Workplaces. We support the mental and physical wellbeing of reputed company Team Members, so they can reputed company, thanks to innovative such as workplace flexibility, career growth and development, and our Go reputed company travel discount program. reputed company prioritizes understanding and integrating reputed company Members’ unique perspectives and voices—along with those of our Guests, Owners, Suppliers, and Partners—to cultivate a environment for reputed company. reputed company out the and to learn more about what it’s like to be on Team reputed company! We are an equal opportunity employer and value diversity at our company. We will ensure that qualified individuals with protected disabilities are provided reasonable accommodation to participate in the job application or interview process, to reputed company essential job functions of their role, and to receive other benefits and privileges of employment. Please contact us to request accommodation. reputed company 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, a 401(k) savings plan, paid time off, and our travel discount. The salary for this role varies by applicable and specialized experience and location (Colorado applicants: Please click for additional information.). Expected salary: Location: Addison, TX Apply for the job now! Apply tot his job Apply To this Job