Opportunity is calling. Grow with Hyatt.
This position can be worked at our Global Contact Center in Omaha, Nebraska or Marion, Illinois. This position can also be worked remotely. Please note this position can only be worked remotely from the following states: Arizona, Colorado, Florida, Georgia, Illinois, Indiana, Iowa, Kansas, Louisiana, Michigan, Minnesota, Missouri, Nebraska, North Carolina, North Dakota, Ohio, Oklahoma, South Carolina, South Dakota, Tennessee, Texas, Utah and Wisconsin.
The Senior Manager, Workforce Management – Americas analyzes GPGS Americas trends including volumes, patterns, staff productivity, attrition rates, and resource allocations. They will monitor call volume of inbound traffic and ensure customer service needs are met by coordinating and adjusting staffing levels in response to contact volumes in a timely manner. This Senior Manager will create reports that will be used for capacity planning within the contact center and will coordinate with other departments when outages occur and work must be directed. They will also manage workforce plans that directly impact the service and performance of staff in order to deliver exceptional service to Hyatt guests and will oversee Guest Services scheduling processes and Guest Services payroll. The Senior Manager will also provide direct supervision and development to Workforce Managers, Assistant Managers, and Analysts. This position will work as the people and tactical leader of WFM Americas while being supported by the Global Director of Workforce for Workforce Strategy.
Position Responsibilities:
- Determine workforce need by interval and make adjustments to staff levels for ‘same day’ and future days.
- Coaches WFM, Assistant Managers, and Analysts.
- Develops capacity planning documents with all necessary variables to help with staff planning.
- Research information and input information into NICE IEX that is utilized to create short term forecast (within 30 days).
- Load approved schedule changes into IEX, using schedule data to produce overtime and downtime needs to GPGS leadership.
- Administration of workforce planning applications (IEX & EEM) including but not limited to: master schedules, forecasts and intra-day forecasts.
- Monitor all work types (calls, emails, chat, social media, etc.) to assure SLAs are met.
- Provide end user training as needed to improve understanding of the communications systems thus increasing overall end user efficiency and feature use.
- Ability to present data and recommendations to GPGS Senior Leadership regarding staffing and planning for GPGS Americas.
- Partners with Senior Leadership of GS Americas to ensure close working relationship of Guest Services and Workforce teams.
- Demonstrate a commitment to Hyatt core values.
Experience:
- 3 – 5 years of Workforce Management experience preferred.
- 1 – 3 years of Managing a Workforce Department preferred.
- 1 – 3 years of Administration of Workforce tools (such as NICE IEX, NICE EEM) desired.
- 1 – 3 years Leadership Experience preferred.
Certificates, Licenses, Registrations:
- Workforce Management Certification preferred.
Computer Skills Needed to Perform this Job:
- Strong Microsoft Excel and Access skills required.
- Working knowledge of managing a telephony infrastructure preferred.
- Working knowledge of updating tickets in a case management system such as ServiceNow preferred.
- Experience with workforce management systems such as: IEX or similar platform preferred.
Additional Comments and Requirements:
- Deep understanding of call distribution and short term (by half hour) forecasting.
- Ability to present information into a usable and easy to understand story.
- Proven ability to communicate effectively with multiple departments and leadership teams.
- Must be highly motivated and organized with the ability to work on multiple tasks simultaneously under time constraints.
Hyatt is an equal employment opportunity and affirmative action employer. We do not discriminate on the basis of race, color, gender, gender identity, sexual orientation, marital status, pregnancy, national origin, ancestry, age, religion, disability, veteran status, genetic information, citizenship status or any other group protected by law.
