Contact Center Operations Administrator – Scheduling
***The location for this position is virtual/remote***
This is your chance to be part of a Customer Care Team that is revolutionizing human hospitality in a digital world. Under the guidance of the Scheduling & Workforce Management Operations Supervisor, you will be responsible for creation and assignment of daily work schedules for all teams in Hilton Reservations and Customer Care (HRCC) including focus on Voice, Non-Voice, Multichannel, and Back Office Channels such as email and chat.
HOW WE WILL SUPPORT YOU
Hilton is proud to support the mental and physical wellbeing of all Team Members so they can Thrive personally and professionally in a diverse and inclusive environment, thanks to programs and benefits such as:
- Go Hilton travel program: 110 nights of discounted travel with room rates as low as $40/night
- Hilton Shares: Our employee stock purchase program (ESPP) - you can purchase Hilton shares at a 15 percent discount
- Paid parental leave for eligible Team Members, including partners and adoptive parents
- Mental health resources including free counseling through our Employee Assistance Program
- Paid Time Off (PTO)
- Learn more about the rest of our benefits
At Hilton, we believe every Team Member is a leader. We are committed to offering leadership development opportunities and programs through every step of a Team Member’s career journey and at every level, both in our hotels and across corporate.
**Available benefits may vary depending upon terms and conditions of employment and are subject to the terms and conditions of the plans.
HOW YOU WILL MAKE AN IMPACT
Your role is important and below are some of the fundamental job duties that make your work unique.
What your day-to-day will be like:
- Analyze forecasted workload and historical trends to determine staffing requirements.
- Build and validate scheduling scenarios to ensure optimal coverage and compliance across multiple desks and lines of business.
- Generate reports and insights to support planning decisions and improve operational efficiency.
- Serve as a liaison between the Scheduling Team, Operations, and Vendor Partners.
- Partner across multiple teams to identify patterns, analyze schedule efficiency, and lead data-based scheduling decisions.
How you will collaborate with others:
- Collaborate with Team Members within the Workforce Operations teams to establish goals and plans to accomplish project and department goals.
- Contribute to larger-scale projects within HRCC, serving as Subject Matter Expert for scheduling impacts with both captive and BPO partners.
What initiatives you will take ownership of:
- Create and upload new hire schedules for both Hilton and vendor partner locations.
- Perform bi-weekly audit of schedules across the network to ensure efficiencies are met.
- Maintain group allowances for coaching, vacation, and other off-phone time.
- Interpret data through use of tools, industry experience and logic to frame situations that support decision-making.
- Utilize modern analytical methods to define problems, generate alternatives and implement counter measures that resolve problems by addressing their cause.
- Examine data and staffing trends to implement weekly flexible scheduling matching business needs.
WHY YOU'LL BE A GREAT FIT
You have these minimum qualifications:
- Two (2) years of experience working in a large-scale contact center (more than 500 seats)
- Two (2) years of experience in a workforce management or scheduling role within a large-scale contact center
- Experience using Aspect, Nice, or equivalent WFM tools to create and distribute Non-Voice and Back Office schedules
It would be useful if you have:
- Bachelor's degree or associate degree plus 5 years of professional experience, or High School Degree/GED plus 7+ years professional experience
- Experience operating in an environment with captive and BPO locations
- One (1) year of experience conducting trend analysis and identifying and recommending required changes to business planning models
WHAT IT IS LIKE WORKING FOR HILTON
Hilton, the #1 World's Best Workplace, is a leading global hospitality company with a diverse portfolio of world-class brands. Dedicated to filling the earth with the light and warmth of hospitality, we have welcomed more than 3 billion guests in our more-than 100-year history. Hilton is proud to have an award-winning workplace culture and we are consistently named among one of the World’s Best Workplaces. Check out the Hilton Careers blog and Instagram to learn more about what it’s like to be on Team Hilton!
We provide reasonable accommodations to qualified persons with disabilities to perform the essential functions of the position and provide other benefits and privileges of employment in accordance with applicable law. Please contact us if you require an accommodation during the application process.
Hilton offers its eligible team members a comprehensive benefits package including medical and prescription drug coverage, dental coverage, vision coverage, life insurance, short-and long-term disability insurance, access to our employee stock purchase plan (ESPP) where you can purchase Hilton shares at a 15 percent discount, a 401(k) savings plan, 20 days of paid time off accruing over your first year of employment and increasing up to 25 days after completing one year of full employment, up to 12 weeks of paid leave for birth parents and 4 weeks for non-birth parents, 10 paid holidays and 2 floating holidays throughout the year, up to 5 bereavement days, flexible spending accounts, a health savings account, an employee assistance program, access to a care coordination program (“Wellthy”), a legal services program, an educational assistance program, adoption assistance, a backup childcare program, pre-tax commuter benefit and our travel discount. The annual salary range for this role is $45,000 - $70,000 and is determined based on applicable and specialized experience and location. Subject to plan terms and conditions, you will be eligible to participate in the Hilton Annual Incentive (Bonus) Plan, consistent with other team members at the same level and/or position within the Company.