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Real Time Adherence Coordinator (Remote)

Company: Hilton Grand Vacations
Location: Las Vegas
Posted on: May 25, 2023

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.

  • Extensive knowledge & experience with Real Time Adherence Monitoring Tools and administering Workforce Management Tools.
  • Produces Real Time and Historical Call Center reports for Call Transfer Management and support teams.
  • Measuring and monitoring Service Levels, Abandoned Rate, Occupancy, AHT, Absenteeism, Schedule Adherence, and other operational metrics.
  • Must understand IVR, ACD, Dialer, & other call delivery technology platforms.
  • Must be able to clearly communicate recommendations & guidance to senior operational leaders.
  • Must be able to be a single point of contact for the entire call center floor.
  • Must be able to effectively drive requirements, discipline and results with local and remote teams.
  • Proactively identify and initiate change to address performance and process issues.

    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:

    • High School Diploma or GED
    • Workforce Management software
    • Real time adherence monitoring tools
    • Excel spreadsheets
    • Related experience
      Why do Team Members Like Working for us?

      • HGV now offers Medical/Dental Benefits and many other on Day One!
      • Our Go Hilton Team Member Travel Program offers accommodations at deeply discounted rates and 50% off at participating hotel-operated restaurants. Pass the savings on since HGV allows you to share additional discounted room nights.
        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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