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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.
Under general supervision, the Manager, Intraday & Scheduling analyzes GPGS Americas trends including volumes, patterns, staff productivity, attrition rates and resource allocations as well as monitors call volume of inbound traffic. Ensures customer service needs are met by coordinating and adjusting call volumes in a timely manner. The Manager will create reports that will be used for capacity planning within the contact center. Coordinates with other departments when outages occur and work must be redirected. Manages workforce plans that directly impact the service and performance of staff in order to deliver exceptional service to Hyatt guests. Oversees Guest Services scheduling processes and Guest Services payroll. Provides direct supervision and development to Intraday and Scheduling WFM teams.
Position Responsibilities:
- Determine workforce need by interval and make adjustments to staff levels for ‘same day’ and future days.
- Coaches WFM Analysts, providing feedback on general performance and gives guidance on how to improve.
- Collaborates with Workforce Leaders in EAME/SWA and ASPAC to ensure consistent delivery of SLA’s and implement workload location strategy.
- Load approved schedule changes into IEX, using schedule data to produce overtime and downtime needs for GPGS leadership.
- Administration of workforce planning applications (IEX & EEM) including but not limited to: master schedules and intra-day forecasts.
- Monitor all work types (calls, emails, chat, social media, etc.) to assures SLAs are met and collaborate with business leaders to determine SLA’s and improved WFM performance.
- 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.
- Demonstrate a commitment to Hyatt core values.
Experience:
- 1 – 3 years of Workforce Management experience preferred.
- 1 – 3 years of Administration of Workforce tools (such as NICE IEX, NICE EEM) desired.
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:
- Strong knowledge of WFM terminology, theory, practice, and metrics along with working knowledge of contact center operations, reporting, and metrics.
- 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.
- Must be open minded and be able to adapt to a fast paced, changing environment.
- Proven ability to creatively problem solve in a dynamic, high pressured atmosphere.
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.
