JOB DESCRIPTION

***The location for this position is virtual/remote***

This is your chance to be part of a Customer Care Team that is revolutionizing human hospitality in a digital world. On the Hilton Reservations and Customer Care (HRCC) team, reporting to the Supervisor of Real-Time and Intraday Operations, you will provide personalized solutions that inspire a passion for travel, making a lasting impression with every Hilton guest you interact with. You will partner with the business to ensure that HRCC is delivering the best customer experience by developing and launching analytic capabilities, driving comprehension of operational objectives, and implementing contact allocation and staffing recommendations for our non-voice (chat and email) contacts.

HOW WE WILL SUPPORT YOU

Hilton is proud to support the mental and physical wellbeing of all Team Members so they can Thrive personally and professionally in a diverse and inclusive environment, thanks to programs and benefits such as:

Go Hilton travel program: 100 nights of discounted travel with room rates as low as $40/night
Hilton Shares: Our employee stock purchase program (ESPP) - you can purchase Hilton shares at a 15 percent discount
Paid parental leave for eligible Team Members, including partners and adoptive parents
Mental health resources including free counseling through our Employee Assistance Program
Paid Time Off (PTO)
Learn more about the rest of our benefits

At Hilton, we believe every Team Member is a leader. We are committed to offering leadership development opportunities through every step of a Team Member’s career journey and at every level, both in our hotels and across corporate. Hilton’s leadership development framework focuses on developing skills and business insight through a range of programs and approaches to meet varying learning needs and preferences.

**Available benefits may vary depending upon terms and conditions of employment and are subject to the terms and conditions of the plans.

HOW YOU WILL MAKE AN IMPACT

Your role is important and below are some of the fundamental job duties that make your work unique.

What your day-to-day will be like:

Use and maintain analytical models and reports using BI tools (e.g. MicroStrategy) to gain an understanding of business operations to implement new business strategies.
Ensure that operational and financial goals are met by reacting to changes in supply and demand in real-time by redistributing contacts across HRCC's global contact centers.
Assess solutions, manipulate and analyze large datasets to distill findings from data, and connect disparate ideas into cohesive well-grounded recommendations.

How you will collaborate with others:

Become the business subject matter authority on non-voice (email and chat channels) for Intraday Operations.
Present findings to the business (internal and external) and other departments.
Track non-voice contact and staffing volume and implement recommendations to improve operations, customer experience and maintain business continuity.

What projects you will take ownership of:

Utilize data analysis to cultivate analytical insight, enabling informed decisions to improve Intraday operations.
Identify problems through analytical reasoning, conduct root cause analysis, make recommendations, and implement changes.

WHY YOU'LL BE A GREAT FIT

You have these minimum qualifications:

Two (2) years of experience in call center operations or workforce planning capacity.
Microsoft Excel skills, including advanced formulas

It would be useful if you have:

Up to five plus (5+) years of professional experience, or High School Degree/GED plus seven plus (7+) years professional experience.
One (1) year of experience analyzing customer contact data.
One (1) year of experience with BI Tools (MicroStrategy, Alteryx, R and Adobe).

WHAT IT IS LIKE WORKING FOR HILTON

The future of hospitality is bright at Hilton: a leading global hospitality company with a diverse portfolio of world-class brands. Dedicated to filling the earth with the light and warmth of hospitality, we have welcomed more than 3 billion guests in our more-than 100-year history. Hilton is proud to have an award-winning workplace culture and we are consistently named among one of the World’s Best Workplaces. Check out the Hilton Careers blog and Instagram to learn more about what it’s like to be on Team Hilton!

We provide reasonable accommodations to qualified persons with disabilities to perform the essential functions of the position and provide other benefits and privileges of employment in accordance with applicable law. Please contact us if you require an accommodation during the application process.

Hilton offers its eligible team members a comprehensive benefits package including medical and prescription drug coverage, dental coverage, vision coverage, life insurance, short-and long-term disability insurance, access to our employee stock purchase plan (ESPP) where you can purchase Hilton shares at a 15 percent discount, a 401(k) savings plan, 20 days of paid time off accruing over your first year of employment and increasing up to 25 days after completing one year of full employment, up to 12 weeks of paid leave for birth parents and 4 weeks for non-birth parents, 10 paid holidays and 2 floating holidays throughout the year, up to 5 bereavement days, flexible spending accounts, a health savings account, an employee assistance program, access to a care coordination program (“Wellthy”), a legal services program, an educational assistance program, adoption assistance, a backup childcare program, pre-tax commuter benefit and our travel discount.

The annual salary range for this role is $45,000-$70,000 and is determined based on applicable and specialized experience and location. Subject to plan terms and conditions, you will be eligible to participate in the Hilton Annual Incentive (Bonus) Plan, consistent with other team members at the same level and/or position within the Company. #LI-REMOTE

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