Real Time Adherence Coordinator (Remote)
About the position
The Real Time Adherence Coordinator at Hilton Grand Vacations plays a crucial role in ensuring operational efficiency within the Call Transfer contact center, which operates in a multi-site environment. This position is responsible for monitoring and managing real-time adherence to various operational metrics, including call flow, abandoned rate, service level, occupancy, and Average Handle Time (AHT). The coordinator will be stationed on the Call Transfer call floor and will be expected to make real-time decisions to align site operations with established goals. This includes adjusting schedules promptly and accurately based on real-time data and forecasts of intra-day staffing levels. The RTA will utilize Real Time Monitoring tools and Workforce Management systems to analyze data and produce reports that inform staffing and efficiency recommendations to Call Transfer Management. They will handle all agent call-outs and real-time schedule updates, ensuring that operational performance is continuously monitored. The role requires extensive knowledge and experience with Real Time Adherence Monitoring Tools and Workforce Management Tools, as well as proficiency in Excel to generate real-time reports. In addition to monitoring service levels and other operational metrics, the RTA will serve as a single point of contact for the entire call center floor, effectively communicating recommendations and guidance to senior operational leaders. The coordinator will proactively identify and initiate changes to address performance and process issues, ensuring that the call center operates smoothly and efficiently.
Responsibilities
• Measure real-time adherence and operational efficiency metrics in the Call Transfer contact center.
,
• Adjust schedules in an accurate and timely fashion based on real-time data.
,
• Forecast intra-day staffing levels and make operational adjustments as needed.
,
• Make real-time decisions to ensure site operations align with established goals.
,
• Utilize Real Time Monitoring tools and Workforce Management systems effectively.
,
• Produce real-time reports using Excel to analyze data and present recommendations.
,
• Monitor real-time operational performance for multi-site operations.
,
• Handle all agents' call-outs and real-time schedule updates.
,
• Produce reports for support departments as needed.
,
• Measure and monitor service levels, abandoned rate, occupancy, AHT, absenteeism, and schedule adherence.
Requirements
• High School Diploma or GED.
,
• Experience with Workforce Management software.
,
• Proficiency in real-time adherence monitoring tools.
,
• Advanced skills in Excel spreadsheets.
,
• Related experience in a call center environment.
Nice-to-haves
Benefits
• Medical/Dental Benefits available on Day One.
,
• Go Hilton Team Member Travel Program with discounted accommodations and dining.
,
• Discounted room nights for team members.
,
• Recognition as a Great Place to Work® certified company.
Apply Now
The Real Time Adherence Coordinator at Hilton Grand Vacations plays a crucial role in ensuring operational efficiency within the Call Transfer contact center, which operates in a multi-site environment. This position is responsible for monitoring and managing real-time adherence to various operational metrics, including call flow, abandoned rate, service level, occupancy, and Average Handle Time (AHT). The coordinator will be stationed on the Call Transfer call floor and will be expected to make real-time decisions to align site operations with established goals. This includes adjusting schedules promptly and accurately based on real-time data and forecasts of intra-day staffing levels. The RTA will utilize Real Time Monitoring tools and Workforce Management systems to analyze data and produce reports that inform staffing and efficiency recommendations to Call Transfer Management. They will handle all agent call-outs and real-time schedule updates, ensuring that operational performance is continuously monitored. The role requires extensive knowledge and experience with Real Time Adherence Monitoring Tools and Workforce Management Tools, as well as proficiency in Excel to generate real-time reports. In addition to monitoring service levels and other operational metrics, the RTA will serve as a single point of contact for the entire call center floor, effectively communicating recommendations and guidance to senior operational leaders. The coordinator will proactively identify and initiate changes to address performance and process issues, ensuring that the call center operates smoothly and efficiently.
Responsibilities
• Measure real-time adherence and operational efficiency metrics in the Call Transfer contact center.
,
• Adjust schedules in an accurate and timely fashion based on real-time data.
,
• Forecast intra-day staffing levels and make operational adjustments as needed.
,
• Make real-time decisions to ensure site operations align with established goals.
,
• Utilize Real Time Monitoring tools and Workforce Management systems effectively.
,
• Produce real-time reports using Excel to analyze data and present recommendations.
,
• Monitor real-time operational performance for multi-site operations.
,
• Handle all agents' call-outs and real-time schedule updates.
,
• Produce reports for support departments as needed.
,
• Measure and monitor service levels, abandoned rate, occupancy, AHT, absenteeism, and schedule adherence.
Requirements
• High School Diploma or GED.
,
• Experience with Workforce Management software.
,
• Proficiency in real-time adherence monitoring tools.
,
• Advanced skills in Excel spreadsheets.
,
• Related experience in a call center environment.
Nice-to-haves
Benefits
• Medical/Dental Benefits available on Day One.
,
• Go Hilton Team Member Travel Program with discounted accommodations and dining.
,
• Discounted room nights for team members.
,
• Recognition as a Great Place to Work® certified company.
Apply Now