Call Center Operations Analyst

Hilton Grand Vacations•Orlando, FL

38d

About The Position

At Hilton Grand Vacations, you will become a part of a culture that encourages and motivates you toward achieving your goals. The Call Center Operations Analyst develops, analyzes, and distributes accurate and timely key management reports for a direct marketing call center You are responsible for driving company success through performing the following tasks to the highest standards:

Requirements

1-3 years of related experience
Bachelor's Degree
Ability to effectively communicate
Proficient in Microsoft Excel, Word, and Powerpoint
Strong analytical skills is necessary
Ability to set priorities and handle multiple requests is essential
Attention to detail and follow up skills necessary to perform job functions successfully.

Responsibilities

Develops and analyzes daily, weekly, and monthly reports and ensures that the integrity of the reports is maintained.
Researches and reconciles discrepancies with the data on a daily basis.
Develops and administers timely reporting schedules to support management and the business strategy.
Monitors evolving needs of the business by leveraging opportunities for efficiencies in reporting and analyzing the results.
Responsible for vendor contact center agent, team management and package setup
Reviews and updates monthly forecast.
Analyzes month-end financials.
Reviews key financial data with business leaders on a regular basis and communicates all trends, deviations, and efficiencies.
Prepares budget and forecast reports.
Processes month-end general ledger entries, accruals, and invoices.
Bi-monthly and weekly payroll reporting for leadership commissions
Monitors performance and recommends compensation plan adjustments as necessary.
Analyzes sales and marketing programs and assists in identifying performance trends.
Prepares ad hoc analysis and reporting for areas of the business.
Order and manage departmental equipment needs and budget
Implements and utilizes new reporting systems to provide more accurate and timely tracking methods for reporting data.
Coordinate, manage and submit all coding requests (offers, lead origins, new vendors, fact sheets, Concierge package revisions) for supported business operations.
Manage call transfer partner password resets, point gifting, agent access and agent access audit.
Interacts with all departments and management to compile and maintain the integrity of the data.
Review coding requests and submitting of coding requests (new package offers, lead origins, new vendors, fact sheets, package revisions) for businesses supported.