WFM Real-Time Adherence Analyst in MVW Salt Lake Call Center at Marriott Vacations Worldwide Call Center

Date Posted: 2/13/2020

Job Snapshot

Job Description

Are you ready to grow your dream career while making others' vacation dreams come true? Marriott Vacations Worldwide is a world premier organization for Vacation Ownership with resorts at destinations around the globe. Join our team and help deliver unforgettable experiences that make vacation dreams come true.

Are you ready to grow your dream career while making others' vacation dreams come true? Marriott Vacations Worldwide is a world premier organization for Vacation Ownership with resorts at destinations around the globe. Join our team and help deliver unforgettable experiences that make vacation dreams come true.

POSITION SUMMARY

Serve as a point of contact for front-line employees and managers communicating with them by phone, email and face-to-face to respond to questions and requests regarding their statistical expectations. Monitor all customer contact channels and volumes via the Workforce Management System and make recommendations for intraday staffing updates, modifications, adjustments, etc. and communicate to all relevant parties as needed. Process and/or approve all non-automated schedule change or trade requests. Monitor and/or investigate, and maintain and distribute associate real-time adherence metrics and other relevant phone stats as identified by leadership. Serve as Receptionist while performing aforementioned workforce management duties.

Enter and retrieve information contained in computer databases using a keyboard, mouse or trackball to update records, files, spreadsheets and answer inquiries from other associates and managers. Prepare documents using word processing, spreadsheet, databases or presentation software. Transmit information or documents using a computer, email, mail, or facsimile machine, including proofreading and editing information to ensure accuracy and completeness. Enter and locate work-related information using computers.

Follow all company policies and procedures, ensure uniform and personal appearance are clean and professional, maintain confidentiality of proprietary information, protect company assets. Speak with others using clear and professional language; answer telephones using appropriate etiquette. Develop and maintain positive working relationships with others; support team to reach common goals. Comply with quality assurance expectations and standards. Read and visually verify information in a variety of formats. Move, lift, carry, push, pull, and place objects weighing less than or equal to 10 pounds. Stand, sit, or walk for an extended period of time. Perform other reasonable job duties as requested by Supervisors.

Follow all company policies and procedures, ensure uniform and personal appearance are clean and professional, maintain confidentiality of proprietary information, protect company assets. Speak with others using clear and professional language; answer telephones using appropriate etiquette. Develop and maintain positive working relationships with others; support team to reach common goals. Comply with quality assurance expectations and standards. Read and visually verify information in a variety of formats. Move, lift, carry, push, pull, and place objects weighing less than or equal to 10 pounds. Stand, sit, or walk for an extended period of time. Perform other reasonable job duties as requested by Supervisors.

  • Responsibilities include monitoring real-time production, managing day-to-day scheduling and workforce adjustments as required by fluctuations in demand to ensure that service levels and other operational KPIs are met for the call center.
  • Monitor and manage workforce intraday across all work queues and lines of business (Sr. Vacation Advisor, Owner Relations, Internet Communications, RCDC, etc.) for Global Owner Services offices (SLC, MCO, Mexico, Cork, Singapore & Bangkok)
  • Modify staffing levels (day-of) where needed to maintain SLA targets as well as productivity & financial targets
    • Analyze, monitor and reports on all staffing assumptions (including but not limited to contact volume, headcount requirements, shrinkage, attrition, department KPI's, and forecast models, offline activities planned for the day
  • Provide ongoing analysis to key business stakeholders on both historical and real-time performance and trends
  • Assist in the development and implementation of work stream routing strategies to advance workforce utilization

*Position requires strong analytical and decision-making skills that have large financial impact for the Operation. Example: recently saved the company $17K in wages the week of April 13th by managing Voluntary Time Off requests while optimizing queue control (little to no impact to customer).

Marriott Vacations Worldwide is an equal opportunity employer committed to hiring a diverse workforce and sustaining an inclusive culture.



Marriott Vacations Worldwide is an equal opportunity employer committed to hiring a diverse workforce and sustaining an inclusive culture.