Real-Time Coordinator
About The Position
This is your chance to be part of a Customer Care Team that is revolutionizing human hospitality in a digital world. As a Real-Time Coordinator , reporting to the Intraday & Real-Time Supervisor, you will strive to provide personalized solutions that inspire a passion for travel, making a lasting impression with every Hilton guest with whom you interact. You will monitor service levels across multiple channels (voice, email and chat) and identify risks to operational performance. What you'll do during a typical day: Monitor real-time staffing including monitoring multi-channel (voice, email, and chat) queues to maintain service level performance, shrinkage management, staffing, and time-off management for global workforce. Monitor, track, and report Intraday performance of call volume and staffing levels across multiple locations to ensure ongoing service performance is maintained; manage real-time call volume of a worldwide contact center with over 5,000 team members. Manage call volume, daily attendance, and break schedules. How you'll collaborate with others: Communicate important and necessary information to team members via email, memos, reports and phone calls. Provide staffing updates and suggestions to leadership based on real-time monitoring. Update schedules and status codes within eWFM (Aspect/Alvaria). Projects you'll take ownership of: Produce Intraday performance reports and other ad hoc reporting. Manage agent hotline queue.
Requirements
- Minimum two (2) years of professional work experience in large call center operations (more than 500 seats) or contact center workforce planning.
- Experience using contact center operations tools such as WFM tools, Intraday queue monitoring tools or routing tools.
- Open to working Wednesday - Sunday from 2:00 pm - 10:30 pm Central Time.
Nice To Haves
- Bachelor's Degree, or Associate Degree plus 3+ years of professional experience, or High School Degree/GED plus 5+ years professional experience.
- Prior experience using workforce management and planning tools (e.g. Avaya CMS, Aspect RTA, Amazon Connect, IEX/NICE).
- Intermediate Microsoft Excel skills, including advanced formulas, Outlook, and Word.
- Experience making basic contact routing changes to manage intra-day workload.
Responsibilities
- Monitor real-time staffing including monitoring multi-channel (voice, email, and chat) queues to maintain service level performance, shrinkage management, staffing, and time-off management for global workforce.
- Monitor, track, and report Intraday performance of call volume and staffing levels across multiple locations to ensure ongoing service performance is maintained; manage real-time call volume of a worldwide contact center with over 5,000 team members.
- Manage call volume, daily attendance, and break schedules.
- Communicate important and necessary information to team members via email, memos, reports and phone calls.
- Provide staffing updates and suggestions to leadership based on real-time monitoring.
- Update schedules and status codes within eWFM (Aspect/Alvaria).
- Produce Intraday performance reports and other ad hoc reporting.
- Manage agent hotline queue.
Benefits
- Incredible travel perks – Enjoy 110 nights of deeply discounted travel, with room rates as low as $40/night at our world-class hotels through our Go Hilton travel program
- Own a piece of Hilton – Through our employee stock purchase program (ESPP), you can invest in Hilton shares at a 15% discount to help build your financial future
- Paid parental leave – Because family matters. We offer paid leave for eligible Team Members, including partners and adoptive parents
- Personalized caregiving support – Access dedicated caregiving concierge services to help navigate caregiving for yourself and your loved ones
- Crisis concierge – In times of loss, our Crisis Concierge offers a single, compassionate point of contact for both practical support and emotional care
- Mental health resources – Your wellbeing comes first. Eligible Team Members can access free counseling and support through our best-in-class Employee Assistance Program (EAP)
- Generous paid time off (PTO) – Recharge, relax, and take time for what matters most
- Health & welfare benefits – From checkups to dental cleanings to new glasses, we offer a variety of health plans that keep you and your family covered
- Financial security for your future – Our retirement plans make it easier to save for what's next
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What This Job Offers
Job Type
Full-time
Career Level
Entry Level
Education Level
High school or GED
Number of Employees
501-1,000 employees
