Real Time Adherence Coordinator (Remote)
Company: Hilton Grand Vacations
Location: Las Vegas
Posted on: May 25, 2023
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Job Description:
Job Description
When you start a career at Hilton Grand Vacations, you become part
of a family committed to helping you succeed both professionally
and personally We invest in your success!
The Real Time Adherence Coordinator is responsible for Real Time
Adherence of all operational efficiency metrics in the Call
Transfer contact center within a multi-site environment. The RTA
will be positioned on the Call Transfer call floor. The selected
candidate will be expected to measure real-time adherence, call
flow, abandoned rate, service level, occupancy, Average Handle
Time, and be able to adjust schedules in an accurate and timely
fashion. They will also have to be able to forecast intra-day
staffing levels and make appropriate operational adjustments. The
RTA will have to be able to make Real Time decisions to ensure that
the site operations are in line with established goals. Must be
able to use Real Time Monitoring tools and Workforce Management
systems at a high experience Level. Must be able to use Excel at a
high experience level to produce real time reports. Must be able to
analyze data, present and make recommendations on staffing and
efficiency levels for optimizing service metrics to Call Transfer
Management. Handles all agents call outs and real time schedule
updates. Produces reports for Support departments, as needed.
Monitors Real Time Operational performance for the Call Transfer
Sales Operations for multi-site operations. Makes real time
decisions and adjustments based on the business needs in a real
time call center environment.
Qualifications
Hilton Grand Vacations is a leader in the vacation ownership
industry, operating with an unwavering dedication to innovation,
quality, and continued growth. To fulfill this role successfully,
you must possess the following minimum qualifications and
experience:
Why do Team Members Like Working for us?
Our dedication to excellence is recognized and celebrated by some
outstanding accolades including being named to Newsweek's Most
Loved Workplaces list in 2021, a Stevie American Business Awards
Gold winner for Company of the Year in Hospitality and Leisure,
ranked a top company by LinkedIn in Travel & Hospitality on its
2022 Top Companies Industry Edition list and becoming a Great Place
to Work-- certified company, earning our 2022 certification.
We are an equal opportunity employer and value diversity at our
company. We do not discriminate on the basis of race, religion,
color, national origin, gender, sexual orientation, age, marital
status, veteran status, or disability status.
We will ensure that individuals with disabilities are provided
reasonable accommodation to participate in the job application or
interview process, to perform crucial job functions, and to receive
other benefits and privileges of employment. Please contact us to
request an accommodation.
Keywords: Hilton Grand Vacations, Las Vegas , Real Time Adherence Coordinator (Remote), Other , Las Vegas, Nevada
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