This position can be worked at our Global Property & Guest Services Center in Omaha, Nebraska or Marion, Illinois. This position can also be worked remotely, but occasional travel may be required to Omaha, Nebraska and Marion, Illinois. 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, analyzes contact center trends including call volumes, call patterns, staff productivity, attrition rates and resource allocations. Maintain the day to day operations of the America Guest Services and back office performance. Monitor daily right place right time and communicate directly with the colleagues on opportunities to improve. Create and send out daily and weekly intraday reports to the Guest Services stakeholders and call out any trending patterns. Identify opportunities and efficiencies throughout the day and same week within NICE IEX. Specialists maintain everything within in the same week Sunday through Saturday. Manages workforce plans that directly impact the service and performance of staff in order to deliver exceptional service to Hyatt guests. In addition to being the first point of contact for technical related issues and anything related to attendance.

Experience:

• 1-2 years of workforce management experience with a strong emphasis on forecasting preferred
• 2-3 years of Hyatt experience preferred, substitution for Hospitality experience

Education:

• Bachelor’s Degree Statistics, Business, or other related field preferred

Certificates, Licenses, Registrations:

• Workforce Management Certification preferred

Computer Skills:

• Strong Excel, Access, PowerPoint skills required
• Experience with workforce management systems such as IEX or similar platform preferred
• Experience with workforce optimization software such as EEM or similar platform preferred

Additional Comments and Requirements:

• Responsible for learning related company technology used by the WFM team, at level required of position, including our current ACD, ServiceNow, Kana, Sprinkler, and other operating systems
• Evaluate daily staffing needs based on unplanned events or excel call volume during peak times and make adjustments to compensate for variances
• Direct communication with the colleagues to ensure their success
• Learn all intervals of the day by rotating monthly schedules
• Maintain professionalism and represent WFM in an appropriate manner in all interactions with our internal customers, coworkers, management, and support teams
• Manage Email and Service Now tickets for current week
• Communication with the IT and Telecom teams on any systems and/or routing issues
• Open tickets with NICE on system issues
• Process and complete timecards
• Assist in training GS leadership on Supervisor Webstation
• Analyze Staffing to identify real time gaps and scheduling needs to achieve daily and monthly SLA’s
• Provide real-time feedback to GS leadership across the business to ensure awareness of the contact center’s performance and the availability to pull customer facing employees off customer contacts for coaching projects
• Assist team lead with AM/PM huddles to discuss prior day business results, while highlighting key insights and data trends. Consults on current data projections and provides recommendations to WFM leaders
• Independent judgment skills to identify and communication solutions for trends/barriers identified
• Serve as the general point of contact for all intraday questions and concerns
• Provide support to other Workforce Management team members when business conditions require or as directed by Manager or Team Lead
• Perform other duties and assignments as directed
• Must be highly motivated and organized with the ability to work on multiple projects 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.