Analyst Planning & Forecasting APAC
With thousands of hotels in over 100 countries and territories, Hilton offers countless opportunities to delight. From an open door to a welcoming smile and an exceptional experience, we offer the millions of travellers who stay with us every year a welcome they will never forget. In addition to our flagship brand, Hilton Hotels & Resorts, the family of brands includes Waldorf Astoria, LXR, Conrad, Canopy, Curio Collection, DoubleTree, Hilton Garden Inn, Hampton and many others.
If you appreciate the impact global travel can have on the world, you may be just the person we are looking for to work as a Hilton Team Member. Because it’s with Hilton where we never forget the reason we're here: to delight our guests, Team Members, and owners alike.
Under the guidance of Dir HRCC Operations APAC, you will serve as a key member in the daily operations of Hilton Reservations & Customer Care (HRCC) and drive decisions through the use of insights and analytics. You will lead Planning & Forecasting and Work Shifts Arrangement for APAC countries and territories, such as Great China & Magnolia, Japan, Korea, Australia, South-East Asia, etc.). You will partner with countries’ managers and the business (external and internal) to ensure that HRCC is delivering the best customer experience by developing and launching analytic capabilities, driving insights and operational objectives, and implementing call allocation and staffing recommendations. You will also be responsible for driving reporting efficiency and developing data visualization products for the relevant contact centers.
The Analyst Planning & Forecasting APAC role will be responsible for proactively identifying business trends and needs, thinking creatively and innovatively about solutions, and collaborating with the business to implement solutions and improvements. This will require you to think big, use data to guide your work, challenge convention, and in some cases, reinvent how work is done.
What will I be doing?
- Lead insights and analytics across APAC (Greater China & Magnolia, Japan, Korea, Australia, South-East Asia, etc.) by using and maintaining analytical models and reports and using BI tools (e.g., MicroStrategy) to gain insights into business operations to execute new business strategies
- Assess analytic solutions, manipulate, and analyze large data sets to distill insights from data, and connect disparate ideas into cohesive well-grounded recommendations using creative, structured, and analytical thinking
- Become the business subject matter expert on intraday operations and present intelligence and insights to the business (internal and external).
- Lead contingency planning/routing strategy – monitor and track call and staffing volume across APAC level and develop/implement recommendations to improve operations that improve the customer experience and maintain business continuity
- Lead APAC Work force management and real-time management – arrange agents’ shifts for APAC HRCC sites and work out daily/weekly/monthly reports for CHP, Service level, and productivity reports, etc. Real time monitoring the operation service level and call out issues if any
- Headcount forecasting – Co-work with operation and global capacity planning team to provide the HC prediction based on historical data and seasonal impacts.
- Identify problems through analytical reasoning, conduct root cause analysis, make recommendations, and take initiative to implement changes, work out relevant country’s operation reports, not limited on work force reports and depends on business requirements.
- Collaborate with multiple stakeholders, manage relationships including vendor partners
- Project management – Follow up the instruction of leader and take lead the project which is assigned by leader and has a good sense on change management
What are we looking for?
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- Proficient in English including writing and spoken
- Excellent with MS office including Excel (formula, pivot, VBA), PPT, etc.
- Education: Bachelor’s degree
- Minimum Years of Work Experience: 3 years professional experience
- Ability to analyze processes, enact change and think operationally and strategically to achieve business goals.
- Ability to develop key performance metrics and effectively report on such metrics. Includes reporting of daily, weekly, and monthly results as well as intra-day performance.
- Positive, open-minded, and ready for fast-paced and changing environment
- Good communication skills to collaborate with a wide range of people, both internal and external, proficient in English including writing and spoken
- Build an effective working relationship with operation teams and maintain their trust and confidence in the Operation Management decisions and actions
- Demonstrated strong project management and planning skills to successfully manage multiple, simultaneous projects.
- Ability to prioritize and balance importance, urgency, and resources
It would be helpful in this position for you to demonstrate the following capabilities and distinctions:
- Minimum Years of Experience: 3-5 years’ experience in a supervisory, resource management, and/or workforce planning capacity or data analyst
- Experience in work force management in a large-scale contact center
- Technical skills such as Python, Power BI are preferred
What is it like working for Hilton?
Hilton is the world’s leading global hospitality company, spanning the lodging sector from luxurious full-service hotels and resorts to extended-stay suites and mid-priced hotels. For nearly a century, Hilton has offered business and leisure travellers the finest in accommodations, service, amenities, and value. Hilton is dedicated to continuing its tradition of providing exceptional guest experiences across its global brands. Our vision to fill the earth with the light and warmth of hospitality unites us as a team to create remarkable hospitality experiences around the world every day. And, our amazing Team Members are at the heart of it all!
