Coordinator Operations (Contact Center Workforce)

Coordinator Operations (Contact Center Workforce) (Job Number: HRC010IO)

Work Locations

: Hilton Reservations and Customer Care - Dallas 15305 N Dallas Parkway Suite 600 Addison 75001

***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. 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.

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:

• 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 …