Coordinator Operations (Contact Center Workforce)

About the position

The Coordinator Operations (Contact Center Workforce) role at Hilton is a vital position within the Customer Care Team, focusing on real-time monitoring and management of staffing and service levels across various communication channels. This remote position aims to enhance operational performance and ensure a high-quality experience for Hilton guests by providing personalized solutions and support.

Responsibilities

• Monitor real-time staffing and service level performance across voice, email, and chat channels.
• Track and report Intraday performance of call volume and staffing levels across multiple locations.
• Manage call volume, daily attendance, and break schedules for a global workforce.
• Communicate important information to team members via email, memos, reports, and phone calls.
• Provide staffing updates and suggestions to leadership based on real-time monitoring.
• Update schedules and status codes within eWFM (Aspect/Alvaria).
• Produce Intraday performance reports and other ad hoc reporting.
• Manage agent hotline queue.

Requirements

• Minimum two (2) years of professional work experience in large call center operations (more than 500 seats) or contact center workforce planning.
• Experience using contact center operations tools such as WFM tools, Intraday queue monitoring tools, or routing tools.

Nice-to-haves

• Bachelor's Degree, or Associate Degree plus 3 years of professional experience, or High School Degree/GED plus 5 years of professional experience.
• Prior experience using workforce management and planning tools (e.g. Avaya CMS, Aspect RTA, Amazon Connect, IEX/NICE).
• Intermediate Microsoft Excel skills, including advanced formulas, Outlook, and Word.
• Experience making basic contact routing changes to manage intra-day workload.

Benefits

• Go Hilton travel program: 100 nights of discounted travel with room rates as low as $40/night.
• Hilton Shares: Employee stock purchase program (ESPP) at a 15 percent discount.
• Paid parental leave for eligible Team Members, including partners and adoptive parents.
• Mental health resources including free counseling through the Employee Assistance Program.
• Paid Time Off (PTO).
• Comprehensive benefits package including medical, dental, vision, life insurance, and disability insurance.