Administrator Contact Center Operations

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Overview Location: Virtual/Remote This role is part of the Hilton Reservations and Customer Care (HRCC) team reporting to the Supervisor of Real-Time and Intraday Operations. You will provide personalized solutions that inspire a passion for travel, making a lasting impression with every Hilton guest you interact with. You will partner with the business to ensure that HRCC delivers the best customer experience by developing and launching analytic capabilities, driving understanding of operational objectives, and implementing contact allocation and staffing recommendations for non-voice (chat and email) contacts. How we will support you Hilton is proud to support the mental and physical wellbeing of all Team Members in a diverse and inclusive environment, with programs and benefits such as: Go Hilton travel program: 100 nights of discounted travel with room rates as low as $40/night Hilton Shares: Employee stock purchase program (ESPP) with 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 benefits at Hilton At Hilton, we believe every Team Member is a leader and offer leadership development opportunities through every step of a Team Member’s career journey and at every level, both in our hotels and across corporate. Hilton’s leadership development focuses on developing skills and business insight through programs to meet varying learning needs. Available benefits may vary depending on terms and conditions of employment and 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: Use and maintain analytical models and reports using BI tools (e.g. MicroStrategy) to gain an understanding of business operations and implement new business strategies. Ensure operational and financial goals are met by reacting to changes in supply and demand in real-time by redistributing contacts across HRCC\'s global contact centers. Assess solutions, manipulate and analyze large datasets to distill findings and connect ideas into cohesive recommendations. How you will collaborate with others: Become the business subject matter authority on non-voice (email and chat) for Intraday Operations. Present findings to the business (internal and external) and other departments. Track non-voice contact and staffing volume and implement recommendations to improve operations, customer experience and business continuity. What projects you will take ownership of: Utilize data analysis to cultivate analytical insight for informed decisions to improve Intraday operations. Identify problems through analytical reasoning, conduct root cause analysis, make recommendations, and implement changes. Why you’ll be a great fit Minimum qualifications: Two (2) years of experience in call center operations or workforce planning Microsoft Excel skills, including advanced formulas Valuable additional qualifications: Bachelor’s degree, or associate degree plus five or more years of professional experience, or High School/GED plus seven or more years of professional experience One (1) year of experience analyzing customer contact data One (1) year of experience with BI tools (MicroStrategy, Alteryx, R, and Adobe) What it is like working for Hilton The future of hospitality is bright at Hilton, a leading global hospitality company with a diverse portfolio of world-class brands. Hilton is proud to have an award-winning workplace culture and is often named among the World’s Best Workplaces. Check out Hilton Careers and related social channels to learn more about Team Hilton. We provide reasonable accommodations to qualified persons with disabilities to perform the essential functions of the position and provide other employment benefits in accordance with applicable law. Please contact us if you require an accommodation during the application process. Hilton offers a comprehensive benefits package including medical and prescription drug coverage, dental, vision, life insurance, disability insurance, an ESPP with 15 percent discount, a 401(k), PTO and leave provisions, holidays, and other programs. The annual salary range for this role is $45,000-$70,000 and is based on experience and location. You may be eligible to participate in Hilton’s Annual Incentive Plan, consistent with others at the same level and/or position. Job: Technology Title: Administrator Contact Center Operations Location: Remote Requisition ID: COR015K8 EOE/AA/Disabled/Veterans #J-18808-Ljbffr Salary: USD 45000 - 70000 per year Experience: 3 years required

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