Together, We Can.
As a Real Time Adherence Coordinator (RTA) you will be responsible for Real Time Adherence of all operational efficiency metrics in the Club Contact Center, an inbound/offline environment. The selected candidate will be expected to measure/update real-time adherence, service level, abandoned rate, occupancy, average handle time, and be able to adjust schedules in an accurate and timely fashion. They will also be required to forecast intra-day staffing levels and make appropriate operational adjustments. Using defined service level escalations, the RTA will also be required to make Real Time decisions to ensure that the site operations are in line with established goals. The RTA will also assist with some scheduling responsibilities such as organizing and processing PTO/ Holiday/ shift bids.
- Must be able to use Real Time Monitoring tools Avaya CMS, Nice IEX Total View or Ring Central at a high experience level.
- Must be able to use Excel as an Intermediate 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 Club.
- Updates agent call outs and real time schedule updates.
- Produces real time service level reports throughout the day detailing service level, other key performance indicators.
- Schedules planned activities such as team member huddles, meetings, 1×1, QA sessions, as needed based on staffing requirements.
- Assist with bidding activities (Holiday, PTO, Schedule, etc.)
- Produces Real Time and Historical Call Center reports for Management Team as well as support teams.
- Measures and monitors service levels, abandoned rate, occupancy, average hold time (AHT), absenteeism, schedule adherence, and other operational metrics.
- Possess knowledge of Interactive Voice Response (IVR), Adjournment in Contemplation of Dismissal (ACD), & other call delivery technology platforms.
- Understands Shrinkage requirements as it relates to staffing.
- Acts as a single point of contact for WFM on the entire call center floor.
- Proactively identify and initiates change to address performance and process issues.
- Ability to be objective, maintain confidentiality and partner across departments to meet and exceed our department objectives
- Willingness to learn
Why do Team Members Like Working for us:
- Excellent health care options (medical, dental, and vision that encourage preventative care)
- Paid Time Off (PTO) that allows for rest, relaxation or recuperation
- All new Team Members are automatically enrolled in the HGV Retirement Savings Plan
- Our Go Hilton Team Member Travel Program offers up to 30 nights per year at our employee rate and 50% off at participating hotel-operated restaurants.
Types of Candidates We’re Looking For:
- 2 yrs. of Call Center Knowledge/ Experience
- 2 yrs. Workforce Management with Intraday/ Scheduling Experience
- 2 yrs. Analytics Experience
- Intermediate Excel Experience
- WFM Software Experience (IEX, CMS, etc.)
- High School Diploma
- Able to work a flexible schedule
- 6 months-3 years related experience
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 accommodation.
Extraordinary People,
Exceptional Benefits on Day One
Benefits start on your first day of work with no waiting period!
Hilton Grand Vacations is committed to putting people first. That’s why our benefits plan starts when you do. But that’s just the beginning of the exceptional opportunities we offer to extraordinary people who join our U.S. Team.
Eligibility: All U.S. regular full-time and part-time Team Members are eligible for a wide range of benefits. Team members represented by a labor organization or subject to a collective bargaining agreement may have benefits that differ from other non-represented employees.
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Benefits that support Team Member health and financial wellbeing.
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Travel and hotel discounts for Team Members, family and friends.
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A healthy work-life balance with PTO and flexible hours.
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Team Member events that build camaraderie through fun activities.
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An open-minded culture committed to diversity and inclusion.
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Incentives for Team Members that exhibit excellence every day.
