Sr Specialist Call Center Operations

Hilton Grand Vacations•Orlando, FL

About The Position

As a Sr. Specialist, Call Center Operations you will support all business functions for the Call Center department. Ensure and deliver strong procedures, ensure high internal customer satisfaction. Deliver and implement all business needs to support the call center department in a timely manner. Lead business relationships with managers, internal departments, and team members.

Requirements

6months- 3 years related experience
High school Diploma or GED
Flexibility in work schedule and ability to prioritize multiple tasks
Microsoft Office experience
Demonstrate experience with composing internal and external correspondence with excellent spelling, grammatical, and formatting skills.

Responsibilities

Handle Center Coordinators job activities to ensure timely and accurate distribution of all intra departmental reports.
Responsible for training, auditing, and handling work activities of all Call Center Operation Coordinators.
Provide project oversight and coordination for multiple Call Center Operation initiatives as directed by Senior call center leadership
Plan and designate project resources, prepare budgets, monitor progress, and provide timely project updates to stakeholders through project completion.
Maintain project timeframes, objectives, and communication.
Create and handle documentation and reports for projects.
Verify data and information to analyze it to suit the direction of project.
Support the planning and development of communications, presentations, and workgroup sessions.
Handle accurate submissions of weekly IP Table (departmental organizational chart) update for IT that contains all team members for access deletion, addition and or changes
Facilitate all onboarding and access permissions for contracted Contact Center BPO’s
Update and maintain all call center announcements on overhead TV displays.
Provide comprehensive administrative support to Director and above within Orlando Call Center Operations.
Schedule appointments, meetings, handle travel arrangements, update and maintain calendars, check emails, voice mails and answering phones.
Plan and organize team luncheons, team builder events, update birthday and anniversary calendars.
Compose letters, memos, presentations and/or compile & maintain spreadsheets.
Assist with call center events such as Shining Star and Holiday party.
Lead and handle center coordinator activities to ensure a positive and fun call center environment through a series of scheduled contact center employee events.
In charge of all facilities request for the department and call center when needed by contacting the facilities department.
Responsible for accurate submission and oversight of payroll for the department to include miss punches, PTO input, special performance incentives, prepaid incentive processing, spiffs, bonus disqualifiers, employee referral, new hire referral and paycheck request.
Provide payroll reports as needed such as timecard and hours (approaching overtime hours) to leadership.
Process exit paperwork for team members leaving the company via Oracle
Maintain record keeping of contact center attrition, performance management and corrective action forms.
Distributes staffing headcount and attrition to leadership weekly.
Handle all matters with confidentiality and discretion.
Be able to react quickly to changes, demands, and proactively determine department and or leadership needs.
Back up for other department coordinators as needed
Other duties as assigned.