Hilton – Workforce Administrator, Contact Center Operations – Addison, TX

Job title: Workforce Administrator, Contact Center Operations

Company: Hilton

Job description: *** The location for this position is virtual/remote ***

Hilton 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 inspire a passion for travel, and our goal is to make a lasting impression with every Hilton 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 Hilton 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 gain 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 ideas 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 develop/implement recommendations to improve operations that improve the customer experience and maintain business continuity
• Process Improvement – use data and reporting to develop analytical discernment and make recommendations on solutions to improve intraday operations
• Change Agent – identify problems through analytical reasoning, conduct root cause analysis, make recommendations, and take initiative to implement changes

What are we looking for?

We believe 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 achieve business goals.
• The ability to develop 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 capacity
• Intermediate skills with Microsoft Excel 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, Alteryx, R, Adobe, etc.)

What is it like working for Hilton?

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. Hilton 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 all Team Members, so they can Thrive, thanks to innovative such as workplace flexibility, career growth and development, and our Go Hilton travel discount program. Hilton prioritizes understanding and integrating our Team Members’ unique perspectives and voices—along with those of our Guests, Owners, Suppliers, and Partners—to cultivate a environment for all. Check out the and to learn more about what it’s like to be on Team Hilton!

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 perform essential job functions of their role, and to receive other benefits and privileges of employment. Please contact us to request accommodation.

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, 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!

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