Coordinator Call Center Operations

Hilton Grand Vacations•Orlando, FL

About The Position

Description · Create/maintain reports and presentations, with a high level of comfortability using MS PowerPoint and Excel (including pivot tables). · Process all new hire/transfers through IT for new logins, add to IP Table and to payroll roster; maintain weekly IP Table update for IT that contains all team members for access deletion, addition and or changes. · Update and maintain all department announcements; may include updates to TV displays and electronic bulletin boards; update birthday and anniversary calendars. · Schedule appointments, meetings, handle travel arrangements, update and maintain calendars, check emails, voice mails and answering phones. · Filing, faxing, copying, distributing mail, expense reports, check requests, and various other items. · Order department office supplies, headsets and replacement badges. · Plan and organize team luncheons, team building events, Shining Star and Holiday party. · Compose letters, memos, presentations, and compile/maintain spreadsheets · Process and track all spiff forms. · Record and track team member attendance points and other data as needed; maintain employee electronic files. · Assist with preparation and tracking of corrective action forms. · Participate as an active member of the fun committee - planning and coordinating monthly call center events; plans/executes department decorations as needed. · Assist concierge with managing the distribution of leads to avoid over-contacting guests. · Fulfilling blue light leads into tour times and distributing for contact. · Track Show percentage and help identify guests who have no showed/non-qualified to presentation. · Maintaining, updating, and distributing spreadsheets and tracking tools for agent workflows and lead management. · Supporting the team with special projects such as property moves, oversold scenarios, or construction-related shifts. · Assisting with end-of-month operations including submitting check requests, canceling unconfirmed reservations, and cleaning up guest pipelines. · Preparing daily and weekly reports to support visibility of team performance and lead follow-up completion. · Performing any additional administrative or operational task that helps support the team’s mission and workload efficiency based on business needs. Types of Candidates We’re Looking For: · High School Diploma · Proficiency in Microsoft Excel and Word, including tasks like combining and summarizing data sheets and creating calendar invites. · Strong communication skills, with the ability to write professional emails and coordinate internally across teams. · Ability to work in a fast-paced environment with minimal supervision, react quickly to changes and proactively resolve needs of leadership and department. · Excellent multitasking and organizational skills, with strong attention to detail. · Experience managing manual workflows, reporting, or scheduling logistics. · At least 2 years of experience in a coordinator, administrative, or operations support role. · Ability to handle all matters with confidentiality and discretion.

Requirements

High School Diploma
Proficiency in Microsoft Excel and Word, including tasks like combining and summarizing data sheets and creating calendar invites
Strong communication skills, with the ability to write professional emails and coordinate internally across teams
Ability to work in a fast-paced environment with minimal supervision, react quickly to changes and proactively resolve needs of leadership and department
Excellent multitasking and organizational skills, with strong attention to detail
Experience managing manual workflows, reporting, or scheduling logistics
At least 2 years of experience in a coordinator, administrative, or operations support role
Ability to handle all matters with confidentiality and discretion

Responsibilities

Create/maintain reports and presentations, with a high level of comfortability using MS PowerPoint and Excel (including pivot tables)
Process all new hire/transfers through IT for new logins, add to IP Table and to payroll roster; maintain weekly IP Table update for IT that contains all team members for access deletion, addition and or changes
Update and maintain all department announcements; may include updates to TV displays and electronic bulletin boards; update birthday and anniversary calendars
Schedule appointments, meetings, handle travel arrangements, update and maintain calendars, check emails, voice mails and answering phones
Filing, faxing, copying, distributing mail, expense reports, check requests, and various other items
Order department office supplies, headsets and replacement badges
Plan and organize team luncheons, team building events, Shining Star and Holiday party
Compose letters, memos, presentations, and compile/maintain spreadsheets
Process and track all spiff forms
Record and track team member attendance points and other data as needed; maintain employee electronic files
Assist with preparation and tracking of corrective action forms
Participate as an active member of the fun committee - planning and coordinating monthly call center events; plans/executes department decorations as needed
Assist concierge with managing the distribution of leads to avoid over-contacting guests
Fulfilling blue light leads into tour times and distributing for contact
Track Show percentage and help identify guests who have no showed/non-qualified to presentation
Maintaining, updating, and distributing spreadsheets and tracking tools for agent workflows and lead management
Supporting the team with special projects such as property moves, oversold scenarios, or construction-related shifts
Assisting with end-of-month operations including submitting check requests, canceling unconfirmed reservations, and cleaning up guest pipelines
Preparing daily and weekly reports to support visibility of team performance and lead follow-up completion
Performing any additional administrative or operational task that helps support the team’s mission and workload efficiency based on business needs