Real-Time Coordinator
***This role is based at our corporate office in Dallas, TX or Remote***
Exceptional Hospitality Starts with You
This is your chance to be part of a Customer Care Team that is revolutionizing human hospitality in a digital world. As a Real-Time Coordinator, reporting to the Intraday & Real-Time Supervisor, you will strive to provide personalized solutions that inspire a passion for travel, making a lasting impression with every Hilton guest with whom you interact. You will monitor service levels across multiple channels (voice, email and chat) and identify risks to operational performance.
What you'll do during a typical day:
- Monitor real-time staffing including monitoring multi-channel (voice, email, and chat) queues to maintain service level performance, shrinkage management, staffing, and time-off management for global workforce.
- Monitor, track, and report Intraday performance of call volume and staffing levels across multiple locations to ensure ongoing service performance is maintained; manage real-time call volume of a worldwide contact center with over 5,000 team members.
- Manage call volume, daily attendance, and break schedules.
How you'll collaborate with others:
- Communicate important and necessary 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).
Projects you'll take ownership of:
- Produce Intraday performance reports and other ad hoc reporting.
- Manage agent hotline queue.
What It Takes to Make the Stay
You have these minimum qualifications:
- 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.
- Open to working Wednesday - Sunday from 2:00 pm - 10:30 pm Central Time.
It would be useful if you have:
- Bachelor's Degree, or Associate Degree plus 3+ years of professional experience, or High School Degree/GED plus 5+ years 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.
How We'll Help You Thrive
At Hilton, the hospitality we're known for doesn't end with our guests. We proudly invest in our Team Members' wellbeing, supporting you through all of life's moments. When you join Hilton, our exceptional care extends to you with unmatched perks and benefits, including*:
- Incredible travel perks – Enjoy 110 nights of deeply discounted travel, with room rates as low as $40/night at our world-class hotels through our Go Hilton travel program
- Own a piece of Hilton – Through our employee stock purchase program (ESPP), you can invest in Hilton shares at a 15% discount to help build your financial future
- Paid parental leave – Because family matters. We offer paid leave for eligible Team Members, including partners and adoptive parents
- Personalized caregiving support – Access dedicated caregiving concierge services to help navigate caregiving for yourself and your loved ones
- Crisis concierge – In times of loss, our Crisis Concierge offers a single, compassionate point of contact for both practical support and emotional care
- Mental health resources – Your wellbeing comes first. Eligible Team Members can access free counseling and support through our best-in-class Employee Assistance Program (EAP)
- Generous paid time off (PTO) – Recharge, relax, and take time for what matters most
- Health & welfare benefits – From checkups to dental cleanings to new glasses, we offer a variety of health plans that keep you and your family covered
- Financial security for your future – Our retirement plans make it easier to save for what's next
*Benefits availability may vary depending on Team Member's location as well as terms and conditions of employment and are subject to the terms and conditions of each specific program/plan.
Join an Award-Winning Workplace Culture
At Hilton, we don't just deliver exceptional experiences for our guests—we build an exceptional workplace for the Team Members who make it all possible.
As a global leader in hospitality, we've welcomed more than 3 billion guests worldwide, all while staying true to our founding vision: to fill the earth with the light and warmth of hospitality.
Our award-winning culture has earned us repeated recognition on the World's Best Workplaces list by Great Place to Work and Fortune. With our suite of world-class brands, and a company-wide commitment to providing the best stay for every guest, we're setting new standards for the future of travel.
Whether you're starting your career or exploring something new, Hilton supports your journey every step of the way. Come for the job, stay for the career—and help us make every stay a little more magical.
Curious about life at Hilton? Explore our Careers Blog to see why we're more than a great place to stay—we're a great place to work.
Hilton offers its eligible team members a comprehensive benefits package to support their mental and physical well-being, so they can Thrive personally and professionally. The pay range for this role is $35,000 – $55,000 and is determined based on applicable and specialized experience and location. #LI-REMOTE
