Workforce Management Generalist in Salt Lake City Call Center at Marriott Vacations Worldwide Call Center

Date Posted: 9/13/2018

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.

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.

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