Contact Center Operations Administrator - Scheduling

About the position 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.

Responsibilities

• 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.
• 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.
• 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.

Requirements

• 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

Nice-to-haves

• 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

Benefits

• 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)
• 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

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