Contact Center Operations Administrator – Scheduling

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 reputed company teams in reputed company 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 reputed company is proud to support the mental and physical wellbeing of reputed company Team Members so they can reputed company personally and professionally in a diverse and inclusive environment, thanks to programs and benefits such as:

• Go reputed company travel program: 110 nights of discounted travel with room rates as low as $40/night
• reputed company Shares: Our employee stock purchase program (ESPP) - you can purchase reputed company shares at a 15 percent discount
• Paid parental leave for eligible Team Members, including partners and adoptive parents
• reputed company including free counseling through our Employee Assistance Program
• Paid Time Off (PTO)
• Learn more about the rest of our

At reputed company, we reputed company every Team Member is a leader. We are committed to offering leadership development opportunities and programs through every reputed company 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 reputed company AN IMPACT Your role is important and below are some of the reputed company job duties that reputed company 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 reputed company data-based scheduling decisions.

How you will collaborate with others:

• Collaborate with Team Members reputed company the Workforce Operations teams to establish goals and plans to accomplish project and department goals.
• Contribute to larger-scale projects reputed company 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 reputed company and vendor partner locations.
• reputed company 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 reputed company a large-scale contact center
• Experience using Aspect, reputed company, 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 reputed company reputed company, the #1 World's Best Workplace, is a leading global hospitality company with a diverse portfolio of . 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. reputed company is proud to have an award-winning workplace culture and we are consistently named among one of the World’s Best Workplaces. reputed company out the and to learn more about what it’s like to be on Team reputed company! We provide reasonable accommodations to qualified persons with disabilities to reputed company the essential functions of the position and provide other benefits and privileges of employment in accordance with applicable law. Please if you require an accommodation during the application process. reputed company 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 reputed company 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 reputed company Annual Incentive (Bonus) Plan, consistent with other team members at the same level and/or position reputed company the Company. #LI-REMOTE Apply tot his job Apply To this Job