The job below is no longer available.

You might also like

in Omaha, NE

Use left and right arrow keys to navigate
Hours Full-time, Part-time
Location Omaha, NE
Omaha, Nebraska

About this job

Marriott International is the world's largest hotel company, with more brands, more hotels and more opportunities for associates to grow and succeed. We believe a great career is a journey of discovery and exploration. So, we ask, where will your journey take you?

Job Summary

Thisposition is responsible for analyzing call-handling performance, makingstrategic, staffing and routing decisions across the domestic and InternationalNetwork of Global Sales, Marriott Rewards and Customer Care (GS & CC)Centers and all Marriott brands while ensuring that budgeted and forecastedservice level goals are met. Theposition is also responsible for the daily operations of the Virtual Home Agentsand acts as the communication hub of the GSCC network.

Job Duties

* Analyze and execute decisions based on each site's and the Network's performance, including issuing downtime based on the cumulative share of calls to minimize WWR costs, balancing call volume to maximize potential revenue, and issuing same-day overtime to assist when not meeting performance goals.

* Anticipate and utilize knowledge of trending patterns throughout all hours of each center's operations.

* Execute changes in call distribution through various AT&T Network sub-systems including but not limited to Route it!, ICM and all applications of IC.

* Initiate and maintain managerial communications at all levels with each center.

* Balance call volume to maximize agent productivity at each center in an equitable manner.

* Implement appropriate emergency procedures when necessary.

* In emergency situations, take immediate action in re-routing call volume, analyze staffing impact and execute decisions as necessary. Notify Senior Leadership and Center management at all centers (at home, if needed), of the situation to assist in call handling requiring non-essential personnel on phones, and monitor situation maintaining contact with all Centers of any progress in resolving emergency situations.

* Analyze half-hourly, daily, weekly, period and annual call volume statistics for all GRS, MRW and CC Centers for use in daily, periodical and annual reporting.

* Process, analyze and prepare any operational and ad-hoc reports as needed. Proactively, monitor and report national events such as weather (proactively and reactively) political activities that may impact the network call volume, both domestic and International. Ensure that senior management is kept informed. Make necessary staffing recommendations and adjustments to ensure the Network has adequate staffing to efficiently handle call volume.

* Build, maintain and adapt agent CMS logins to ensure that logins have the appropriate skill set for the agent's desk.

* Act as the Network communication hub. Report and escalate system issues to appropriate parties and follow up as the event dictates. Maintain communication and send updates as needed. Make critical staffing adjustments as needed based on outage information. Ensure information and potential impact is communicated to Network contacts and Senior Leadership.

* Responsible for the ICM script integrity for all routing scripts, including Reservations & MRW. This includes ensuring configuration is up to date for routing variables.

* Build, maintain and adapt IC agent configuration.

* Answer emails, voicemails and phone calls from the Virtual Home Agents regarding daily schedule changes.

* Process requests from home agent Managers in regards to the home agents schedule adjustments

* Process downtime/overtime requests, vacation and trades for the Virtual Home Agents.

* Make break adjustments for home agent long calls on a daily basis.

* Audit System Issue requests from home agents on a daily basis.

* Act as a resource for the Home agents when needed. Provide scheduling recommendations and escalate issues to associates managers as warranted.

* Act as the central point of contact for the Network, both domestic and International. Escalate network outages and system impacts to the appropriate systems groups, such as telecom and GNOC. Ensure that management is informed of all system issues that impact the overall performance of the network.

* Each associate is expected to carry out all reasonable requests by management, which the associate is capable of performing.

Critical Tasks

Policies andProcedures

* Maintain confidentiality of proprietary materials and information

* Protect the privacy and security of customers and co-workers

* Follow company and department policies and procedures

* Research questions and problems; refer complex issues to supervisor or manager

* Protect company tools, equipment, machines, or other assets in accordance with company policies and procedures

* Perform other reasonable job duties as requested by supervisors

CustomerRelations

* Address customers' service needs in a professional, positive, and timely manner

* Actively listen and respond positively to customers' questions, concerns, and requests of others

* Assist other associates to ensure proper project and program coverage and service.

Communication:

* Discuss work topics, activities or problems with co-workers, supervisors, or managers using proper discretion.

* Answer telephones using appropriate etiquette, answering with a smile in one's voice, using the callers' name, transferring calls to appropriate person/department, requesting permission before placing the caller on hold, taking and relaying messages, and allowing the caller to end the call.

* Speak to customers and co-workers using clear, appropriate and professional language.

Working withOthers:

* Treat all employees and customers with dignity and respect

* Develop and maintain positive and productive working relationships with other employees and departments

* Partner with and assist others to promote an environment of teamwork and achieve common goals

* Actively listen to and consider the concerns of other employees, responding appropriately and effectively

* Handle sensitive issues with employees and/or guests with tact, respect, diplomacy and confidentiality

* Display excellent people skills (Team Orientation, Judgment, Interpersonal Relations, Results/Goal Orientation, and Resilience/Adaptability.)

* Work with a diverse group of individuals

* Be flexible and adaptable as network situations warrant.

QualityAssurance:

* Comply with quality assurance expectations and standards.

Documentation/Reporting

* Maintain computer and paper-based filing and organization systems for records, reports, documents, etc.

Computers:

* Use computer systems and software packages to input, access, modify, store or output information

* Enter and retrieve data from computer systems using a keyboard, mouse or trackball.

* Basic knowledge of database software such as Microsoft Access and Microsoft Excel. Ability to design basic queries and design table structure. Ability to design formulas in spreadsheets.

Office Equipment

* Transmit information or documents using mail, scanner or facsimile machine

* Operate standard office equipment other than computers such as telephone, scanner, fax, photocopier, calculator and electronic peripherals

* Keep office equipment in working order and contact appropriate representatives to correct problems with office equipment, including following-up to ensure problem is corrected

* Maintain office areas neatly

Critical Competencies

Personal Attributes

* Integrity

* Dependability

* Positive Demeanor

* Presentation

* Initiative

* Stress Tolerance

* Adaptability/Flexibility

* Punctuality

Interpersonal Skills

* Team Work

* Customer Service Orientation

* Diversity Relations

Communications

* Telephone Etiquette Skills

* English Language Proficiency

* Communication

* Writing

* Listening

* Applied Reading

Organization

* Detail Orientation

* Multi-Tasking

* Time Management

* Planning and Organizing

Analytical Skills

* Computer Skills

* Learning

* Problem Solving Skills

* Critical Thinking Skills

General Administration

* Typing

* Filing

Computer

* Microsoft Office (Excel and Access)

* Knowledge of advanced network routing features

* Knowledge of automatic call distribution software

Follow all company policies and procedures; report accidents, injuries, and unsafe work conditions to manager. Maintain confidentiality of proprietary information; protect company assets. Address guests' service needs; assist other employees. Speak with others using clear and professional language; answer telephones using appropriate etiquette. Serve as role model and first point of contact of the Guarantee of Fair Treatment/Open Door Policy process. Develop and maintain positive working relationships with others; support team to reach common goals. Ensure adherence to quality expectations/standards; identify, recommend, develop, and implement new ways to increase organizational efficiency, productivity, quality, safety, and/or cost-savings. Move, lift, carry, push, pull, and place objects weighing less than or equal to 50 pounds. Stand, sit, or walk for extended periods of time. Enter and locate information using computers/Point of Sale (POS) systems. Move up and down stairs/ramps. Perform other reasonable job duties as requested by Supervisors.

Marriott International is an equal opportunity employer committed to hiring a diverse workforce and sustaining an inclusive culture. Marriott International does not discriminate on the basis of disability, veteran status or any other basis protected under federal, state or local laws.