Workforce Coordinator

Job Description:Description:The Real Time Adherence Coordinator is responsible for Real Time Adherence of all operational efficiency metrics in the Customer Care contact center within a multi-site environment. The RTA will be positioned on the Customer Care 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 Nice Total View or ICBM Optimizer 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 agent call outs and real time schedule updates. Produces reports for Support departments, as needed. Must be able to work independently as well in a team environment. Qualification: What will I be doing? As a Workforce Coordinator you would be responsible for executing your position's responsibilities in alignment with our Spirit of Service culture and driving company success through performing the following tasks to the highest standards\: * Monitors Real Time Operational performance for the Customer Care 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 Nice Total View or ICBM Optimizer Management Tools. * Produces Real Time and Historical Call Center reports for Customer Care 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. * Must have scheduling experience. What are we looking for? Hilton Grand Vacations is a leader in the vacation ownership industry, operating with an unwavering commitment to innovation, quality, and continued growth. At the core of our company s success are our Team Members. To fulfill this role successfully, you must possess the following minimum qualifications and experience\: * Experience in real-time Call Center Operations workforce management tools and practices * Proven ability with Microsoft Excel It would be advantageous in this position for you to demonstrate the following capabilities and distinctions\: * Experience with I3 Optimizer or IEX TotalView * Ability to be objective, maintain confidentiality and partner across departments to meet and exceed our department objectives. * Strong communication skills with the ability to convey need, urgency and resolution. * Advanced PC skills * Working knowledge and understanding of call center operations, terminology, definitions, call center calculations, and common practices. * Willingness to learn What will it be like to be a Team Member with Hilton Grand Vacations? There s something truly unique about Hilton Grand Vacations. The foundation of our culture has been about creating memorable experiences and making a positive impact within our industry and the communities in which we live and work. Our Team Members are the driving force behind these efforts. It is their talent, passion, and commitment to our brand that has fueled the success of Hilton Grand Vacations. Hilton Grand Vacations develops, markets, and operates a system of brand-name, high-quality vacation ownership resorts in highly desirable vacation destinations. Our company also manages and operates two innovative club membership programs\: Hilton Grand Vacations Grand Vacations Club and The Hilton Club , providing exclusive exchange, leisure travel, and reservation services for more than 250,000 Club Members.