Position Statement:
Under the guidance of Dir Operations & Partnerships China, you will serve as a key member in the daily operations of Hilton Reservations & Customer Care (HRCC) and drive decisions through the use of insights and analytics. You will partner with other team members and the business (external and internal) to ensure that HRCC is delivering the best customer experience by developing and launching analytic capabilities, driving insights and operational objectives, and implementing call allocation and staffing recommendations. 
 
Position Summary: (Workforce Management)
The Contact Center Operations Administrator will be responsible for proactively identifying business trends and needs, thinking creatively and innovatively about solutions, and collaborating with the business to implement solutions and improvements.  This will require you to think big, use data to guide your work, challenge convention, and in some cases, reinvent how work is done.
§  Insights and Analytics – use and maintain analytical models and reports using BI tools (e.g. MicroStrategy) to gain insights into business operations to execute new business strategies
§  Innovation – assess analytic solutions, manipulate, and analyze large data sets to distill insights from data, and connect disparate ideas into cohesive well-grounded recommendations using creative, structured, and analytical thinking
§  Leadership Analysis and Support – become the business subject matter expert on intraday operations and present intelligence and insights to the business (internal and external).
§  Contingency Planning/Routing Strategy – monitor and track call and staffing volume and develop/implement recommendations to improve operations that improve the customer experience and maintain business continuity
§  Work force management and real-time management – arrange agents’ shifts for APAC HRCC sites and work out daily/weekly/monthly reports for CHP, Service level, and productivity reports, etc. Real time monitoring the operation service level and call out issues if any
§  Headcount forecasting – Co-work with operation and global capacity planning team to provide the HC prediction based on historical data and seasonal impacts.
§  Change Agent - identify problems through analytical reasoning, conduct root cause analysis, make recommendations, and take initiative to implement changes
§  Team Player – collaborate with multiple stakeholders, manage relationships including vendor partners
§  Task assignments – Follow up the instruction of leader and take the task which is assigned by leader and has a good sense on change management
 
Qualifications
 
The success in this role will demonstrate itself through the following attributes and skills:
§  Ability to analyze processes, enact change and think operationally and strategically to achieve business goals.
§  Ability to develop key performance metrics and effectively report on such metrics. Includes reporting of daily, weekly, and monthly results as well as intra-day performance.
§  Positive, open-minded, and ready for fast-paced and changing environment
§  Good communication skills to collaborate with a wide range of people, both internal and external, proficient in English including writing and spoken
§  Build an effective working relationship with operation teams and maintain their trust and confidence in the Operation Management decisions and actions
§  Demonstrated strong project management and planning skills to successfully manage multiple, simultaneous projects.
§  Ability to prioritize and balance importance, urgency, and resources
§  Proficient in English including writing and spoken
§  Excellent with MS office including Excel (formula, pivot, VBA), PPT, etc.
§  Education: Bachelor’s degree
§  Minimum Years of Work Experience:  3 years professional experience

  
 
Preferred Qualifications
§  Minimum Years of Experience: 3-5 years’ experience in a supervisory, resource management, and/or workforce planning capacity
§  Experience in work force management in a large-scale contact center
§  Technical skills such as Python, Power BI are preferred 

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