Specialist Club & OS WFM Real-Time

The Club & OS WFM Real-Time Specialist provides dedicated focus to the instantaneous execution merging contact volumes, staffing levels and agent productivity for Hilton Grand Vacations Contact Centers. 
The Specialist ensures both service and operational targets are concurrently being achieved to provide consistent and harmonious contact experience across the Company. The Club & OS WFM Real-Time Specialist observes inbound and outbound call and chat volumes and AHT, proactively reviewing the impact to the day’s plan, and rapidly aligns appropriate resource allocations to meet demands. They also provide relevant insights and intelligence into interval contact arrival data trends, decision cause and effects impacts, and risk mitigation ideas.

The Club & OS WFM Real-Time Specialist ensures enterprise-wide call center operational goals and contact service metrics are routinely met across all operating hours.
•    Monitors real-time contact volumes, calls waiting, and average handle times
•    Evaluates staffing levels, agent productivity and adherence to schedules
•    Observes shrinkage and non-phone activities to plan
•    Immediately adjusts to accommodate variances to plan or other events (system/web outages, weather/disasters, resort closure/construction, spikes in contact activities, etc.)

The Club & OS WFM Real Time Specialist conducts oversight of each centers’ intervals to ensure consistency in Owner and Guest contact experiences.
•    Oversight includes: Inbound contact volumes, outbound dialer contact rates, Avg Handle Time (AHT), shrinkage/AUX, attendance, voicemail notifications, triage support for phone & WFO system outages
•    Inbound/Outbound phone line testing and validation of expected outcome
•    Performance accountability includes: Call abandoned rates, service levels, outbound attempts/contacts/connects, agent occupancy, time utilization, labor productivity, queue callbacks 
Specific Tasks:
•    Tracks and analyses real-time compliance to service standards, immediately escalates if major problem arises 
•    Assesses real-time need for overtime or voluntary time off; solicits when appropriate
•    Adjusts call skill priority levels to provide optimal performance for a fluid and consistent contact environment
•    Documents and communicates unplanned agent attendance behaviors (absenteeism, FLMA, tardiness and early departures; documents within WFO system per agent
•    Reallocates resources real-time to accommodate different back-office projects or other non-phone tasks
•    Provides end of day reports to center management on call trends, productivity, key performance indicators, etc.; runs ad-hoc reports as requested
•    Provides insightful daily recaps to leadership team regarding service KPI targets, variances and review of daily activities or trends
•    Identifies and escalates technical outages and operational point of contact to triage phone problems; escalates to IT and communicates status to center and leadership
•    Ad hoc day of reporting and trend analysis 
•    Schedules same day events and performs intraday schedule optimization to ensure best possible coverage based on the day’s trends

General Statement:
•    Promotes a positive “can do” attitude and works as a team player.
•    Embodies the Hilton Grand Vacations Values of Hospitality, Integrity, Leadership, Teamwork, Ownership, Now,
•    Completes all required Company training/compliance courses as assigned.
•    Adheres to Company standards and maintains compliance with all policies and procedures.
•    Performs other related duties as assigned.
•    Travel Requirements: Less than 10% travel

To fulfill this role successfully, the individual should possess the following qualifications, knowledge, skills, abilities, and experience:
•    Proficiency with general operational performance of the Contact Center, terminology, and functions a plus 
•    Proficiency in MSOffice with emphasis on Excel 
•    Some technical documentation, problem solving & analytical skills 
•    Excellent mathematical skills
•    Strong (English) oral and written communication & presentation & analytical skills
•    Extremely detail-oriented with a high level of accuracy, objectivity & attention to complex data; possess strong operational & analytical skills
•    Excellent agility with demonstrated ability to plan, organize, & execute multiple projects with timelines & under shifting priorities in a fast-paced environment
•    Ability to identify & resolve issues in a highly technical environment
•    Maintain a professional, neat & well-groomed appearance, adhering to Hilton Grand Vacations standards
•    Must have interpersonal skills, confidence & ability to deal effectively with all business contacts; able to interact with persons at all levels of the organization
•    Must be self-motivated; ability to start & finish projects with limited supervision
•    Aptitude & desire to learn multiple operating systems

In addition, the following qualifications, knowledge, skills, abilities, and experience are preferred:
•    Advanced proficiency in Excel 
•    Experience with various WFM Systems

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