Our dedication to excellence is recognized and celebrated by some outstanding accolades, including being named to Newsweek's Top 100 Most Loved Workplaces® list consecutively in 2021 and 2022, awarded two sought-after Stevie® Awards in The 20th Annual American Business Awards® including a Gold Stevie for Company of the Year – Hospitality and Leisure and a Silver Stevie Award for Achievement in Growth, being named a top company in Travel & Hospitality by LinkedIn on its 2022 Top Companies Industry Edition list, ranking first in the hotel and travel industry on Dave Thomas Foundation’s “Best Adoption-Friendly Workplaces” list and becoming a Great Place to Work® certified company in 2022.

The Workforce Management (WFM) Scheduler is responsible for creating and implementing scheduling solutions utilizing IEX/NICE WFM platform, working to meet staffing demands across Call Transfer, Customer Care, and VIP teams. The WFM Scheduler provides support to all internal customers including staff and management teams in a collaborative and supportive environment. This role will have ownership of the schedule adjustment process, schedule administration and changes, event planning, and other additional short term planning responsibilities as assigned.

• Create weekly and monthly schedule efficiency reporting, measuring scheduled occupancy and schedule quality.
• Coordinate all schedule adjustments requested by the supported lines of business.
• Make decisions in a fast-paced environment to ensure that schedules are based on an accurate assessment of call center forecasts and available resources.
• Work with operations leaders to approve requests for future off-phone activities (training, coaching, special events) based on staff availability and business needs.
• Deliver weekly staffing plans to the assigned business segment via weekly meetings that detail performance expectations for the coming week.
• Collaborate with department leaders to ensure accurate staffing levels and to formulate efficiency strategies.
• Administer agent schedule adjustments, holiday, and Paid Time Off planning for identified lines of business, and, when necessary, is involved with the shift bidding process.
• Identify and implement proactive strategies to reduce or eliminate gaps in schedule coverage.
• Identify trends and uncover potential issues. Uses this knowledge to develop recommendations.
• Adhere to attendance and punctuality standards as set forth in the employee handbook.

Why do Team Members Like Working for us:

• Day 1 Benefit Eligibility
• Driven base pay
• Recognition Programs and Rewards
• Discounted Hilton hotel rates worldwide!
• 401(k) program with company match.
• Paid Time Off (PTO) that allows for adventure, rest, relaxation, or recuperation
• Paid Sick Days
• Employee stock purchase program
• Tuition reimbursement programs
• Numerous learning and advancement opportunities

What are we looking for?

• High School Diploma or GED
• Advanced PC skills, Microsoft Excel and Word.
• 1-3 years related experience
• 1+ years working as a Scheduling Analyst or Real Time Management
• Must have experience with scheduling in a WFM platform.

We are an equal opportunity employer and value diversity at our company. We do not discriminate on the basis of race, religion, color, national origin, gender, sexual orientation, age, marital status, veteran status, or disability status.

We will ensure that individuals with disabilities are provided reasonable accommodation to participate in the job application or interview process, to perform essential job functions, and to receive other benefits and privileges of employment. Please contact us to request accommodation.