What are the responsibilities and job description for the Head of HRCC Strategy and Automation position at Hilton Hotels Corporation?
We are seeking a Head of HRCC Strategy and Automation to join our team at Hilton Hotels Corporation. In this role, you will be responsible for developing and implementing strategic plans to drive contact center innovation and efficiency.
Responsibilities:
- Develop and maintain productive relationships with senior leaders across the organization to drive business objectives and strategies
- Formulate, understand, and drive business objectives and strategies to promote contact center innovation through technology and automation using a data-driven approach
- Direct responsibility for product management of CRM, IVR, scorecard/gamification/coaching tool, customer feedback tool, and payroll timekeeping system
Requirements:
- 10 years of leadership experience in a high-volume, multi-channel global contact center environment
- 5 years of leading and inspiring teams to transform the status quo and providing appropriate change management through effective storytelling
- Experience building strategies using data-driven and test-and-learn approaches, and contact center technology
