Job Description

Role Purpose

A WFM professional that provides Operational WFM analytical support and consultative guidance around established WFM processes and procedures. Enabling and educating the Operational Teams on the proper use of established WFM policies and procedures to assist in leading the Operational Teams to optimize costs, revenue delivery, and guest experience. Providing Operational support in three key areas: 1. Real Time Management, 2. Customer Service, and 3. Business support to ensure the business achieves Key Performance Objectives and established targets. Empowered to make business decisions using the tools, insights, and resources available, enabling the Operational teams to deliver on Operational Key Performance Objectives. Ensuring all WFM processes and procedures are following the IHG business, local regulatory, and audit requirements while working within the established customer service and service level agreements.

Key Accountabilities

• Real Time Call Performance Monitoring - Monitor agent and queue performance to ensure adherence to all applicable KPOs and targets. Managing agent schedule adherence and tracking same day exception codes. Communicating to operational teams any non-adherent schedule occurrences along consulting with Operations when KPOs or targets are not being achieved.
• Customer Service - Maintain a consistent, high quality customer-focused orientation. Listen to and communicate with customers to obtain all required information necessary to determine and address their specific needs. Respond to individuals in the manner and time-frame promised or follow-up to explain status. Provide clear, accurate information. Explain procedures and materials, providing necessary training around Workforce Management processes and systems. Anticipate and resolve problems or questions; if service cannot be provided, explain and educate business need.
• Business Continuity - Serve as the contact center hub for the Reservations Operations and Customer Care operations, providing triage, escalation, and communication support for emergencies and system outages
• Business Support – Reporting and Analytics as necessary for WFM reporting or metrics including charts, presentation data, or logs, researching root cause analysis and reasons “why” KPOs or targets were not achieved. Collaboration with the Operational Teams, Global Workforce, Global Planning, and any other functional support group to align service level objectives, answer inquiries within service level agreements, and any ad-hoc data as requested. Communicate, answer, and process all WFM inquiries from internal and external contacts in a timely manner.
• Staff Schedules – Completion of staff schedules in an efficient, accurate, and timely manner. Liaising directly with the Global Workforce Management on any outstanding staffing or scheduling issues. Posting Extra Hours or AWOP availability to ensure alignment between staffing and business requirements. Preparing and providing accurate schedule management and methodology ensuring everything is conducted and completed in accordance with WFM scheduling calendars. Distribute Schedules to employees upon final completion.
• Payroll – Reporting accurately on all Schedule Exceptions and provide correct details (hours worked) to Payroll Department for further processing.
• Ability to cover WFM or Center hours of operation, including holidays
• Any additional duties or projects as assigned within the scope of the WFM Team
• Basic troubleshooting to accommodate for work from home agents with technical issues.

Key Skills & Experiences

Education

High School diploma or Associate Degree in Business Administration or an equivalent combination of education and work-related experience.

Experience

1 to 3 years of business experience in Call Center and/or workforce management environment systems, terminology and processes. Genesys or WFM System experience preferred

Technical Skills and Knowledge

• Excellent team working skills.
• Strong verbal and written communication and customer service skills with internal/external customers, supervisors, peers and management for the purpose of obtaining and conveying information, as well as producing reports and internal memorandums.
• Demonstrated computer skills with an emphasis in spreadsheet and document creation.
• Demonstrated knowledge or ability to learn workforce management system used to schedule and track call center agent activities.
• Basic analysis skills and experience with problem solving – Ability to identify a problem, analyze the issues, trending, and be able to make a sound business decision.
• Maintain a high level of knowledge pertaining to policy and procedure and communicate knowledge effectively to all personnel when applicable.
• Basic trouble shooting knowledge to help WFH agents.

At IHG, we’ve made a promise. As one of the world’s leading hotel groups, we’re here to deliver True Hospitality for Good. Making our guests and colleagues feel welcome, cared for, recognised and respected – wherever they are in the world. Want to be part of the journey?