What are the responsibilities and job description for the Coordinator Call Center Operations position at Hilton Grand Vacations?
Under general direction, the Contact Center Operations Coordinator is responsible for various project management duties supporting Global Contact Center Operations including development and implementation of various owner behavior-driving campaigns and back-end results analysis and/or reporting; user acceptance testing of new technology; implementation support for various key projects and new business initiatives, and other duties as assigned by management.
What will I be doing?
What are we looking for?
This position requires the capability to understand and follow both oral and written directions as well as knowledge and usage of correct business English and office practices. Must be able to communicate effectively with others, analyze and resolve problems, maintain effective working relationships, and interact successfully with internal and external customers.
We will ensure that individuals with disabilities are provided reasonable accommodation to participate in the job application or interview process, perform crucial job functions, and receive other benefits and privileges of employment. Please contact us to request accommodation.
What will I be doing?
- Project manages all implementation aspects including submission of Creative Services project requests, submission of IT requests for set up of agentless outbound call campaigns, development of agent scripts, internal communications to team members and other collaborators, analysis of campaign results and management reporting, and other related tasks.
- Participates in calls and meetings with IT partners on status of open Application Development tickets and participates in user acceptance testing for new technology enhancements, following detailed testing plans and maintaining close communication with IT partners when errors and/or failures are detected.
- Provides data analysis and reporting to support Contact Center Operations continuous productivity, efficiency and performance improvements. Proactively finds opportunities for improvements and partners closely with Contact Center leadership team to implement and measure successes.
- Provides ad-hoc project management support to senior management as requested, deliverying quality work product within established timelines.
- Proactively communicates updates to ensure team members are fully informed of all new information related to technology, processes, company and departmental operational updates, and other relevant information.
- Models key performance behaviors at all times including a positive demeanor, exceptional customer service and attention to detail and accuracy.
- Nurtures relationships and maintains open lines of communication with all internal partners to foster collaboration and consistent delivery of exceptional customer service and operational efficiency.
- Supports and advocates all Company and departmental policies, processes, business goals and initiatives, and proactively adapts and embraces change to serve as a role model for team members.
- Day 1 Benefit Eligibility
- Driven base pay
- Recognition Programs and Rewards
- Discounted Hilton hotel rates worldwide!
- 401(k) program with company match.
- Paid Time Off (PTO) that allows for adventure, rest, relaxation, or recuperation
- Paid Sick Days
- Employee stock purchase program
- Tuition reimbursement programs
- Numerous learning and advancement opportunities
- Daily Pay Option*
- Eligibility: All US hourly Team Members not represented by a labor organization or subject to collective bargaining agreement
What are we looking for?
This position requires the capability to understand and follow both oral and written directions as well as knowledge and usage of correct business English and office practices. Must be able to communicate effectively with others, analyze and resolve problems, maintain effective working relationships, and interact successfully with internal and external customers.
- A minimum two (2) years of experience in the contact center operations field required.
- Exceptional listening and written and verbal communication skills.
- Demonstrated project management skills; ability to assimilate strategic direction into detailed project plans.
- Ability to manage complex, multi-faceted projects with strong collaboration with internal and external partners and service providers.
- Ability to deliver quality work product within assigned timelinesfor all project assignments, with minimal supervision and follow-up from management.
- Computer proficiency in Microsoft Word, Excel and Outlook.
- Excellent customer service skills.
- Proficient in time management; the ability to organize and manage multiple priorities.
We will ensure that individuals with disabilities are provided reasonable accommodation to participate in the job application or interview process, perform crucial job functions, and receive other benefits and privileges of employment. Please contact us to request accommodation.
