Hilton Worldwide Manager, Contact Center Operations in Carrollton, Texas

Under the guidance of the Director of Central Operations, the Manager of Contact Center Operations will be responsible for the management and coordination of workforce and system resources through both the System and Local Contact Center Operations teams for Hilton’s global contact center network, including Hilton managed domestic and international offices as well as vendor sites.

What will I be doing?

The Manager of Contact Center Operations will manage a team of both onsite and remote contact center professionals, and will oversee the analysis of real time and historical business, company and industry trends to for both voice and non-voice contacts that includes social media, chat, email, etc. engagements to meet service, efficiency and financial objectives. The Team Member will utilize and as needed, implement workforce management, contact routing technologies and processes for over 4,000 contact center agents in multiple sites, work groups and world regions. The Manager of Contact Center Operations will manage contact center vendor relationships for meeting operational SLA’s as well as technology vendor relationships. The Team Member will also provide leadership and rigorous analysis and statistical guidance in support of the entire organization.

Other key priorities are listed below:

  • Manage daily and intra-day work flow and staffing to achieve maximum efficiency and service for the contact centers and their departments
  • Develop a business plan for the operations department, including budget development
  • Monitor the application of the traffic function, including policy and procedures, operating structure and information flow
  • Analyze contact center trends in order to recommend and enact business changes and work flow requirements
  • Create and manage Business Continuity Plans to eliminate downtime and customer impact by ensuring the right processes and communications are in place and followed
  • Evaluate administrative volume, productivity and statistics at both team and contact center level
  • Identify and act on latest policy conformity, departmental performance trends and technical accuracy to ensure quality, effectiveness and efficiency; ultimately maximizing revenue goals and performance targets
  • Inspire and provide strong leadership, mentoring and vision for the Contact Center Operations teams
  • Continually provide and deliver opportunities for personal and professional growth
  • Drive operational objectives by managing internal and external relationships and build credibility as the operational point person and team within the business
  • Utilize strong analytical skills and understanding of contact center tools and metrics to analyze business performance to identify, report and act on trends that will improve service and efficiency
  • Determine and drive the planning and strategy for effective intra-day, daily, weekly, monthly and annual workforce management
  • Demonstrate leadership abilities by using appropriate influencing and consensus building skills to manage internal expectations and changes
  • Use strong interpersonal and communication skills to effectively share and receive feedback with local and senior HRCC personnel and vendors that will be used to improve team and operational performance
  • Ensure that the local, central and vendor operations teams are maintaining an ongoing and high level of teamwork and collaboration and that processes are aligned as appropriate
  • Manage intra-day traffic control of contact volumes and staffing levels to meet service and efficiency goals
  • Facilitate business and contact center system implementations and migrations
  • Use strong knowledge of industry business systems to facilitate and trouble-shoot any intra-day system or business-impacting issues
  • Create and effectively manage the execution of business continuity plans
  • Readily assume special projects and tasks as assigned

What are we looking for?

Since being founded in 1919, Hilton has been a leader in the hospitality industry. Today, Hilton remains a beacon of innovation, quality, and success. This continued leadership is the result of our Team Members staying true to our Vision, Mission, and Values. Specifically, we look for demonstration of these Values:

  • BA/BS Bachelor’s Degree in Business, Finance, Engineering, Economics, Mathematics, Statistics or equivalent
  • A minimum of three (3) years of experience with proven results with operations management and logistics planning in a fast paced, high volume environment
  • A minimum of three (3) years of experience with proven results conducting business analyses to make sound business decisions based upon a mixture of analysis, knowledge, experience and judgement
  • A minimum of three (3) years of experience building and managing high performing teams, demonstrating strong leadership skills, making tough decisions and is looked to for direction in a crisis
  • A minimum of two (2) years of Supervisory experience
  • Prior experience working with database and Business Intelligence tools, for example, SQL, SAS, MicroStrategy
  • Experience and ability to write and implement policies, processes and procedures
  • Proven ability to perform Root Cause Analyses, report findings and deliver effective and expedited solutions partnering with others, including responsible entities
  • Ability to analyze, interpret and explain statistical data, to develop strategies and generate a course of action
  • Strong mathematical comprehension
  • Proven ability to establish strong, influential relationships with all levels of the organization
  • Advanced organizational skills and ability to successfully manage multiple tasks

In addition, we look for the demonstration of the following key attributes:

  • MA/MS Master’s Degree in Business, Finance, Engineering, Economics, Mathematics, Statistics or equivalent
  • A minimum of five (5) years of experience with operations management and logistics planning in a fast paced, high volume, multi-site contact center environment
  • A minimum of five (5) years of experience implementing and using integrated contact center ACD and workforce management tools such as, Avaya CMS including Emulator, RTA, AT&T Route IT, Aspect eWorkforce
  • A minimum of five (5) years of experience with preparing and presenting operational and/or business performance and effectively recommending changes to the organization and to Senior Leadership for approval
  • A minimum of four (4) years of managerial experience
  • Prior experience establishing and managing vendor relationships and Service Level Agreements (SLAs)
  • Advanced knowledge of Microsoft Access and Excel, such as creating and managing spreadsheets, formulas such as vlookups and pivot tables

What will it be like to work for Hilton?

Hilton is the leading global hospitality company, spanning the lodging sector from luxurious full-service hotels and resorts to extended-stay suites and mid-priced hotels. For nearly a century, Hilton has offered business and leisure travelers the finest in accommodations, service, amenities and value. Hilton is dedicated to continuing its tradition of providing exceptional guest experiences across its global brands . Our vision “to fill the earth with the light and warmth of hospitality” unites us as a team to create remarkable hospitality experiences around the world every day. And, our amazing Team Members are at the heart of it all!

Job: Call Center and Reservations

Title: Manager, Contact Center Operations

Location: null

Requisition ID: HRC01076