Melissa M.
Workforce Manager at Hilton Grand Vacations
- Role
- Workforce Manager at Hilton Grand Vacations
- Location
- Orlando, FL, US
- LinkedIn followers
- 500 followers
About Melissa M.
Proven record of result oriented performance, dynamic leadership skills, and a strong…
Experience
Workforce Manager
May 2016 — Present
Responsible for call volume and staff forecasts and for the Call Transfer departments in 3 different locations as well as generating and distributing schedules for all agents in 2 locations. Analyze historical call volume data, present and make recommendations on staffing levels for optimizing workforce efficiencies. Handle all agent schedule change and PTO requests, setting PTO allotments. Produce reports for multiple support departments. Train leadership in Workforce management program usage in a real time call center environment. Make staffing recommendations for the Recruiting Team and Leadership to hire new agents based on current business needs. Work with Training department to schedule training sessions to maximize agent attendance and meet business need. Conduct ad hoc project work for Leadership in multiple departments. Consult with other call center departments to evaluate and improve Workforce Management processes and procedures. Monitors and develops daily activities Workforce Coordinators in Call Transfer. Monitors the application of the forecasting and scheduling program, including policy and procedures, operating structure, and information flow. Independently analyzes contact center trends in order to predict long and short-term staffing needs.
Skills
- Experience with Scheduling, Forecasting, and Workforce Management Software
- Customer Experience
- Workforce Management
- Process Improvement
- Call Center
- Performance Management
- Policy
- Avaya
- Operations Management
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