Real-Time Coordinator

Other

USA Full-Time $35,000 – $55,000 Posted 3d ago

Job Description

Join Our Team as a Real-Time Coordinator

We are looking for a Real-Time Coordinator to join our Customer Care Team at Hilton. In this role, you will monitor service levels across various channels and help ensure our guests receive exceptional support. You will work closely with our team to identify and address operational performance risks.

About the Role

As a Real-Time Coordinator, you will report to the Intraday & Real-Time Supervisor. Your focus will be on providing personalized solutions that enhance the travel experience for our guests. This position can be based at our corporate office in Dallas, TX, or can be done remotely.

What You'll Do

During a typical day, you will:

Monitor real-time staffing and manage multi-channel queues (voice, email, and chat) to maintain service level performance.
Track and report Intraday performance of call volume and staffing levels across multiple locations.
Manage call volume, daily attendance, and break schedules.

How You'll Collaborate with Others

You will communicate important information to team members through emails, memos, and reports. Additionally, you will:

Provide staffing updates and suggestions to leadership based on real-time data.
Update schedules and status codes within eWFM (Aspect/Alvaria).

Projects You'll Take Ownership Of

You will also be responsible for:

Producing Intraday performance reports and other ad hoc reporting.
Managing the agent hotline queue.

What We're Looking For

To be successful in this role, you should have:

At least two (2) years of professional experience in large call center operations (more than 500 seats) or contact center workforce planning.
Experience using contact center operations tools such as WFM tools or Intraday queue monitoring tools.
Availability to work Wednesday - Sunday from 2:00 pm - 10:30 pm Central Time.

Nice to Have

It would be beneficial if you have:

A Bachelor's Degree, or an Associate Degree plus 3+ years of professional experience, or a High School Degree/GED plus 5+ years of professional experience.
Prior experience with workforce management and planning tools (e.g., Avaya CMS, Aspect RTA, Amazon Connect, IEX/NICE).
Intermediate skills in Microsoft Excel, including advanced formulas, as well as proficiency in Outlook and Word.
Experience making basic contact routing changes to manage intra-day workload.

What We Offer

At Hilton, we care about your wellbeing and support you through all of life's moments. When you join us, you will enjoy a range of benefits, including:

Incredible travel perks: Enjoy 110 nights of discounted travel at our hotels through the Go Hilton travel program.
Employee stock purchase program: Invest in Hilton shares at a 15% discount.
Paid parental leave: We offer paid leave for eligible Team Members, including partners and adoptive parents.
Personalized caregiving support: Access dedicated services to help with caregiving needs.
Crisis concierge: Support during times of loss with a compassionate point of contact.
Mental health resources: Access free counseling and support through our Employee Assistance Program (EAP).
Generous paid time off (PTO): Take time to recharge and relax.
Health & welfare benefits: A variety of health plans to cover you and your family.
Retirement plans: Save for your future with our retirement options.

*Benefits availability may vary based on location and employment terms.

Join an Award-Winning Workplace Culture

At Hilton, we strive to create an exceptional workplace for our Team Members. We have been recognized on the World's Best Workplaces list by Great Place to Work and Fortune. We are committed to providing the best experience for every guest and every Team Member.

If you are looking to start your career or explore new opportunities, Hilton is here to support you. Come for the job, stay for the career, and help us make every stay a little more magical.

Curious about life at Hilton? Explore our Careers Blog to see why we are more than just a great place to stay—we're a great place to work.

The pay range for this role is $35,000 – $55,000, based on experience and location. #LI-REMOTE