Call Center Operations Analyst

WORK FOR A WINNING TEAM THAT NOW OFFERS BENEFITS FROM DAY ONE, PLUS DAILY PAY*

At Hilton Grand Vacations, you will become a part of a culture that encourages and motivates you toward achieving your goals.

Here’s why you will love it here:

• Recognition Programs and Rewards
• Excellent health care options, including medical, dental, and vision
• A people-first culture
• Go Hilton: Travel Discounts Program Hilton hotel rates worldwide.
• Perks at work: Employee Pricing platform
• Employee Assistance Program that supports your physical and mental well-being.
• Paid Vacation Time and Paid Sick Days
• 401(k) program with company match
• Tuition reimbursement programs
• Numerous learning and advancement opportunities
• And more!

This is a hybrid role in Orlando, Florida. 

What Will I be Doing?

The Call Center Operations Analyst develops, analyzes, and distributes accurate and timely key management reports for a direct marketing call center

You are responsible for driving company success through performing the following tasks to the highest standards:

• Develops and analyzes daily, weekly, and monthly reports and ensures that the integrity of the reports is maintained.
• Researches and reconciles discrepancies with the data on a daily basis.
• Develops and administers timely reporting schedules to support management and the business strategy.
• Monitors evolving needs of the business by leveraging opportunities for efficiencies in reporting and analyzing the results.
• Responsible for vendor contact center agent, team management and package setup
• Reviews and updates monthly forecast.
• Analyzes month-end financials.
• Reviews key financial data with business leaders on a regular basis and communicates all trends, deviations, and efficiencies.
• Prepares budget and forecast reports.
• Processes month-end general ledger entries, accruals, and invoices.
• Bi-monthly and weekly payroll reporting for leadership commissions
• Monitors performance and recommends compensation plan adjustments as necessary.
• Analyzes sales and marketing programs and assists in identifying performance trends.
• Prepares ad hoc analysis and reporting for areas of the business.
• Order and manage departmental equipment needs and budget
• Implements and utilizes new reporting systems to provide more accurate and timely tracking methods for reporting data.
• Coordinate, manage and submit all coding requests (offers, lead origins, new vendors, fact sheets, Concierge package revisions) for supported business operations.
• Manage call transfer partner password resets, point gifting, agent access and agent access audit.
• Interacts with all departments and management to compile and maintain the integrity of the data.
• Review coding requests and submitting of coding requests (new package offers, lead origins, new vendors, fact sheets, package revisions) for businesses supported.

What Are We Looking For: 

To fulfill this role optimally, you must possess the following minimum qualifications and experience:

• 1-3 years of related experience
• Bachelor’s Degree 
• Ability to effectively communicate
• Proficient in Microsoft Excel, Word, and Powerpoint
• Strong analytical skills is necessary
• Ability to set priorities and handle multiple requests is essential
• Attention to detail and follow up skills necessary to perform job functions successfully.

HGV was awarded four out of five stars for fostering a culture of work-life balance and family-friendly benefits, and is one of Newsweek’s “America’s Greatest Workplaces for Parents & Families.” Over the past 30 years, the highest honor we’ve received is the continued loyalty of our Owners, Members and Guests. We’ve also earned accolades for the remarkable work of our dedicated Team Members throughout our resorts, call centers and corporate offices.

*Eligibility: All U.S. hourly Team Members not represented by a labor organization or subject to collective bargaining agreement.

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 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 accommodation.