<p>The Specialist improves service quality by optimizing agent use and resource planning. Club & OS WFM Scheduling Specialist accurately creates and proactively maintains enterprise-wide dynamic long and short-term agent scheduling plans for each contact center and department.</p> <ul> <li>Evaluate historical business trends and future impacts. Determine hiring needs and new hire classes to meet Company and employee requirements. </li><li>Plan long-term schedules (12-18 months) for: Annual budget, direct labor needs, full/part-time ratios, and Call Center, Department, Team time-off allocations. </li><li>Short-term schedule plans (3-6 months) include: Schedule bids by department based on agent ranking and new hire schedule assignments </li><li>Tracks and manages Agents Training progression through the entire first year to ensure all agents are fully trained in all aspects of front-line interactions. Proactively coordinating with training for upskill training </li><li>Short-term scheduling plans (within 30 days): Analyzing trends, adjusting schedules, and assigning training/coaching/meetings to optimize resources. Engaging Operations leadership to align the next month with forecasted needs. </li><li>Coordinates directly on behalf of Operations for annual training (compliance, benefits) </li><li>Responsible for tracking and reporting HC for budgetary comparison and analysis throughout the year </li><li>Tracks and analyzes all reported attrition by Agent group to ensure optimal call center support by Call Type alerting operations to any potential risks </li></ul> <p>The Club & OS WFM Scheduling Specialist ensures staff productivity, improving agent utilization and the planning of resource allocation in alignment with contact volume arrival patterns.</p> <ul> <li>Takes ownership over scheduling cycles from constructing initial, long-range schedule bids to performing weekly and daily schedule adjustments </li><li>Produces various schedule scenarios to arrive at optimum operational coverage with the lowest payroll cost and highest quality of schedules </li><li>Provides Human Resources with new hire schedules for timely recruitment of agents </li><li>Prepares and manages day-to-day staffing schedules to ensure optimal coverage and queue efficiency </li><li>Manages the shift bidding, interim schedules, and schedule adjustment processes </li><li>Creates and maintains schedule profiles, daily rules, and weekly rules in the WFM system </li><li>Ensures all staff are accurately assigned to their appropriate scheduling unit/workgroup </li><li>Manages the time off allocation and selection process for center agents </li><li>Provides Operational training on PTO Bucket reconciliation process within WFM system </li><li>Manages & optimizes non-phone activities (i.e., breaks, lunches, team meetings, training, and coaching sessions) to enhance staffing levels </li><li>Analyses the performance of scheduling tools and ensures the implementation of process improvements </li><li>Reports routinely on schedule efficiency </li><li>Weekly over/under staffing plans distributed to leaders by line of business with key recommendations. </li><li>Provides timely communication of any workgroup gaps and recommends upskill training </li><li>Acts as primary contact for issues related to agent schedules, adherence, and efficiencies </li><li>Ensures continuous improvement of Hilton Grand Vacations/WFM process through timely problem identification, effective resolution, and process enhancements </li></ul> <p>The Club & OS WFM Scheduling Specialist helps enhance labor resources and improve schedule efficiency metrics in alignment with enterprise-wide contact center performance indicators and cost.</p> <ul> <li>Key drivers include: Balances schedules with volume, finds opportunities for gained efficiencies, offers alternative scheduling options, creatively pre-plans non-phone activities, agent schedule satisfaction, and cost per contact. </li><li>Promotes a positive "can do" attitude and works as a great teammate </li><li>Embodies the Hilton Grand Vacations values </li><li>Completes all required Company training/compliance courses as assigned </li><li>Adheres to Company standards and maintains compliance with all policies and procedures </li><li>Performs other related duties as assigned </li></ul> <p>Knowledge, Skills, and Abilities:</p> <p>To fulfill this role successfully, the individual should possess the following qualifications, knowledge, skills, abilities, and experience:</p> <ul> <li>Proficiency with general operational performance of the Contact Center, terminology & functions </li><li>Proficiency in Microsoft Office with emphasis on Excel </li><li>Strong technical documentation, problem-solving & analytical skills </li><li>Excellent mathematical skills </li><li>Strong (English) oral & written communication, presentation & analytical skills </li><li>Exceptionally diligent with a high level of accuracy, objectivity & attention to complex data; possess strong operational & analytical skills </li><li>Excellent agility with demonstrated ability to plan, organize, & complete multiple projects with timelines & under shifting priorities in a fast-paced environment </li><li>Ability to identify & resolve issues in a highly technical environment </li><li>Maintain a professional, neat & well-groomed appearance, adhering to Hilton Grand Vacations standards </li><li>Must have interpersonal skills, confidence & ability to deal effectively with all business contacts; able to interact with persons at all levels of the organization </li><li>Must be self-motivated; ability to start & finish projects with limited supervision </li><li>Competence & interest in acquiring knowledge of multiple operating systems </li></ul> <p>In addition, the following qualifications, knowledge, skills, abilities, and experience are preferred:</p> <ul> <li>Advanced proficiency in Excel </li><li>Experience with various WFM Systems </li></ul> <p>We are an equal opportunity employer and value diversity at our company. We do not discriminate on the basis of race, religion, color, national origin, gender, sexual orientation, age, marital status, veteran status, or disability status.</p> <p>We will provide reasonable accommodation for individuals with disabilities during the job application, interview, and essential job functions, as well as employment benefits and privileges. Please contact us to request accommodation.</p>