Workforce Manager ( Flexible Location)(18001NQH) Job
|Employer Name: Salt Lake Reservations
|Location: Midvale, Utah
||Date Posted: 6/21/2018
|Job Code: 18001NQH
Here’s To Your Journey with
Marriott International is the world’s largest hotel company, with more brands, more hotels and more opportunities for associates to grow and succeed. We believe a great career is a journey of discovery and exploration. So, we ask, where will your journey take you?
The Salt Lake Reservations located at 910 W Legacy Center Way Ste 100, Midvale, UT 84047 is currently hiring a Workforce Manager ( Flexible Location - Any US Customer Engagement Center ).
Provides oversight and accountability for CEC Workforce strategy and implementation. Responsible for translating the Workforce Management long-term forecasts into optimized associate schedules that comply with personnel practices. Develops and owns improvements to the staffing process to ensure call handling and efficiency goals are consistently met. Implements appropriate emergency procedures when necessary.
This position can be located remotely in the US only (United States).
This is a remote eligible position, as in able to work out of any CEC in North America - CEC stands for Customer Engagement Center (or Reservations Center), or can be located at the Salt Lake Reservations on Midvale, Utah.
The Workforce Manager ( Flexible Location - Any Customer Engagement Center), person can work from any of the CEC - Customer Engagement Centers / Marriott Reservations Locations:
Cleveland (Solon), Ohio
San Antonio, Texas
Salt Lake City (Midvale), Utah
Fall River, Massachusetts
Education and Experience
Three years call center operational analysis experience
Proficient in Microsoft office products such as Excel, Access and Query. Proficient in Graphic Software and in developing presentations.
One-year experience working with scheduling software
Knowledge of advanced network routing features.
Knowledge of automatic Call Distribution software.
Proven mathematical and analytical skills.
Proven organizational and time management skills.
Must be an independent individual, able to work without close supervision.
Knowledge of spreadsheet computer software.
CORE WORK ACTIVITIES
Analyzes call volume and staffing statistics for CEC by day, week and month to ensure optimum call handling and efficiency is achieved through scheduling.
Enacts strategic decisions based on analysis of the CEC’s on-going performance data and the Workforce Management long-term forecasts
Provides oversight and accountability for CEC Workforce strategy and implementation.
Responsible for translating the Workforce Management long-term forecasts into optimized associate schedules that comply with personnel practices.
Develops and owns improvements to the staffing process to ensure call handling and efficiency goals are consistently met.
Implements appropriate emergency procedures when necessary.
Anticipates and utilizes knowledge of trending patterns throughout all hours of the operation
Ensures a fair and objective application of all personnel practices, including performance appraisals, discipline, training and development, promotions, terminations, ensuring compliance to company policy and applicable laws
Collaborates closely with CEC Leadership and Training to ensure that associate downtime is planned to accommodate off-the-phone time and that the appropriate number of associates have been trained and certified to handle forecasted call, chat, and email volumes
Monitors and follows-up on Daily Associate Performance to ensure departmental goals are achieved
Identifies operational needs to ensure call-handling goals are met in the most cost effective and efficient manner for current and future centers
Has a detailed understanding of WFM CoE’s overall strategic approach to planning, forecast and budgeting
Understands and recommends best courses of action during unexpected events that impact the network (weather, system outages, emergency/crisis situations), adjust staffing to minimize the customer impact and overall revenue
Has a full understanding of the business in a changing, dynamic environment, including channel mix and regional requirement.
Managing Work, Projects, and Policies
Adaptability - Maintains performance level under pressure or when experiencing changes or challenges in the workplace.
Communication - Conveys information and ideas to others in a convincing and engaging manner through a variety of methods.
Problem Solving and Decision Making - Identifies and understands issues, problems, and opportunities; obtains and compares information from different sources to draw conclusions, develops and evaluates alternatives and solutions, solves problems, and chooses a course of action.
Professional Demeanor - Exhibits behavioral styles that convey confidence and command respect from others; makes a good first impression and represents the company in alignment with its values.
Building and Contributing to Teams - Participates as a member of a team to move toward the completion of common goals while fostering cohesion and collaboration among team members.
Driving for Results - Sets high standards of performance for self and/or others; assumes responsibility for work objectives; initiates, focuses, and monitors the efforts of self and/or others toward the accomplishment goals; proactively takes action and goes beyond what is required.
Planning and Organizing - Gathers information and resources required to set a plan of action for self and/or others; prioritizes and arranges work requirements to accomplish goals and ensure work is completed.
Basic Competencies - Fundamental competencies required for accomplishing basic work activities.
Basic Computer Skills - Uses basic computer hardware and software (e.g., personal computers, word processing software, Internet browsers, etc.).
Mathematical Reasoning - Adds, subtracts, multiplies, or divides quickly, correctly, and in a way that allows one to solve work-related issues.
Oral Comprehension - Listens to and understands information and ideas presented through spoken words and sentences.
Reading Comprehension - Understands written sentences and paragraphs in work related documents.
Writing - Communicates effectively in writing as appropriate for the needs of the audience.
To apply now, go to: https://jobs.marriott.com/marriott/jobs/18001NQH?%3Flang=en-us
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So, we ask, where will your journey take you?
Marriott International is an equal opportunity employer committed to hiring a diverse workforce and sustaining an inclusive culture. Marriott International does not discriminate on the basis of disability, veteran status or any other basis protected under federal, state or local laws.
Web Site: https://jobs.marriott.com/marriott/jobs/18001NQH?%3Flang=en-us
|Contact Name: Marriott Internalnational
||Company Type: Employer
|Company: Salt Lake Reservations
|Street: 910 W Legacy Center Way Ste 100