Workforce Manager ( Flexible Location - Any Customer Engagement Center ) - Full-time / Part-time

Provides oversight and accountability for CEC Workforce strategy and implementation. Responsible for translating the Workforce Management long-term forecasts into optimized associate schedules that comply with personnel practices.  Develops and owns improvements to the staffing process to ensure call handling and efficiency goals are consistently met. Implements appropriate emergency procedures when necessary.

This position can be located remotely in the US or Canada CEC sites only.

This is a remote eligible position, as in able to work out of any CEC in North America or Canada - CEC stands for Customer Engagement Center (or Reservations Center), or can be located at the Salt Lake Reservations on Midvale, Utah.    

The Workforce Manager ( Flexible Location - Any Customer Engagement Center), person can work from any of the CEC - Customer Engagement Centers / Marriott Reservations Locations:

Omaha, Nebraska

Miami, Florida

Cleveland (Solon), Ohio 

San Antonio, Texas

Salt Lake City (Midvale), Utah 

Wichita, Kansas 

Austin, Texas

Fall River, Massachusetts

St Thomas, Canada

• Three years call center operational analysis experience

• Proficient in Microsoft office products such as Excel, Access and Query. Proficient in Graphic Software and in developing presentations.

• One-year experience working with scheduling software

• Knowledge of advanced network routing features.

• Knowledge of automatic Call Distribution software.

• Proven mathematical and analytical skills.

• Proven organizational and time management skills.

• Must be an independent individual, able to work without close supervision.

• Knowledge of spreadsheet computer software.

• Analyzes call volume and staffing statistics for CEC by day, week and month to ensure optimum call handling and efficiency is achieved through scheduling.

• Enacts strategic decisions based on analysis of the CEC’s on-going performance data and the Workforce Management long-term forecasts

• Provides oversight and accountability for CEC Workforce strategy and implementation.

• Responsible for translating the Workforce Management long-term forecasts into optimized associate schedules that comply with personnel practices. 

• Develops and owns improvements to the staffing process to ensure call handling and efficiency goals are consistently met.

• Implements appropriate emergency procedures when necessary.

• Anticipates and utilizes knowledge of trending patterns throughout all hours of the operation

• Ensures a fair and objective application of all personnel practices, including performance appraisals, discipline, training and development, promotions, terminations, ensuring compliance to company policy and applicable laws

• Collaborates closely with CEC Leadership and Training to ensure that associate downtime is planned to accommodate off-the-phone time and that the appropriate number of associates have been trained and certified to handle forecasted call, chat, and email volumes

• Monitors and follows-up on Daily Associate Performance to ensure departmental goals are achieved

• Identifies operational needs to ensure call-handling goals are met in the most cost effective and efficient manner for current and future centers

• Has a detailed understanding of WFM CoE’s overall strategic approach to planning, forecast and budgeting

• Understands and recommends best courses of action during unexpected events that impact the network (weather, system outages, emergency/crisis situations), adjust staffing to minimize the customer impact and overall revenue

• Has a full understanding of the business in a changing, dynamic environment, including channel mix and regional requirements

Managing Work, Projects, and Policies

• Coordinates and implements work and projects as assigned.

• Generates and provides accurate and timely results in the form of reports, presentations, etc.

• Analyzes information and evaluates results to choose the best solution and solve problems.

• Develops specific goals and plans to prioritize, organize, and accomplish work.

• Sets and tracks goal progress for self and others.

• Monitors the work of others to ensure it is completed on time and meets expectations.

• Provides direction and assistance to other organizational units’ policies and procedures, and efficient control and utilization of resources.

Leading Team

• Creates a team environment that encourages accountability, high standards, and innovation.

• Leads specific team while assisting with meeting or exceeding department goals.

• Makes sure others understand performance expectations.

• Ensures that goals are being translated to the team as they relate to tracking and productivity.

• Creates and nurtures an environment that emphasizes motivation, empowerment, teamwork, continuous improvement and a passion for providing service.

• Understands employee and develops plans to address need areas and expand on the strengths.

• Provides the team with the capabilities needed to meet or exceed expectations.

• Leads by example demonstrating self-confidence, energy and enthusiasm.

Conducting Human Resources Activities

• Acts proactively when dealing with employee concerns.

• Extends professionalism and courtesy to employees at all times.

• Communicates/updates all goals and results with employees.

• Meets semiannually with staff on a one-to-one basis.

• Establishes and maintains open, collaborative relationships with employees.

• Solicits employee feedback.

• Interviews job candidates and assists in making hiring decisions.

• Receives hiring recommendations from team supervisors.

• Ensures orientations for new team members are thorough and completed in a timely fashion.

• Observes behaviors of employees and provides feedback to individuals.

• Provides information to supervisors, co-workers, and subordinates by telephone, in written form, e-mail, or in person in a timely manner.

• Manages group or interpersonal conflict.

• Informs and/or updates executives, peers, and subordinates on relevant information in a timely manner.

• Manages time effectively and conducts activities in an organized manner.

• Presents ideas, expectations and information in a concise, organized manner.

• Uses problem solving methodology for decision making and follow up.

• Performs other reasonable duties as assigned by manager.

MANAGEMENT COMPETENCIES

• Adaptability - Maintains performance level under pressure or when experiencing changes or challenges in the workplace. 

• Communication - Conveys information and ideas to others in a convincing and engaging manner through a variety of methods.

• Problem Solving and Decision Making - Identifies and understands issues, problems, and opportunities; obtains and compares information from different sources to draw conclusions, develops and evaluates alternatives and solutions, solves problems, and chooses a course of action.

• Professional Demeanor - Exhibits behavioral styles that convey confidence and command respect from others; makes a good first impression and represents the company in alignment with its values.

• Building and Contributing to Teams - Participates as a member of a team to move toward the completion of common goals while fostering cohesion and collaboration among team members.

• Driving for Results - Sets high standards of performance for self and/or others; assumes responsibility for work objectives; initiates, focuses, and monitors the efforts of self and/or others toward the accomplishment goals; proactively takes action and goes beyond what is required.

• Planning and Organizing - Gathers information and resources required to set a plan of action for self and/or others; prioritizes and arranges work requirements to accomplish goals and ensure work is completed.

• Coworker Relationships - Interacts with others in a way that builds openness, trust, and confidence in the pursuit of organizational goals and lasting relationships. 

• Customer Relationships - Develops and sustains relationships based on an understanding of customer/stakeholder needs and actions consistent with the company’s service standards.

• Global Mindset - Supports employees and business partners with diverse styles, abilities, motivations, and/or cultural perspectives; utilizes differences to drive innovation, engagement and enhance business results; and ensures employees are given the opportunity to contribute to their full potential.

• Organizational Capability - Evaluates and adapts the structure of assignments and work processes to best fit the needs and/or support the goals of an organizational unit.

• Talent Management - Provides guidance and feedback to help individuals develop and strengthen skills and abilities needed to accomplish work objectives.

• Applied Learning - Seeks and makes the most of learning opportunities to improve performance of self and/or others.

• Business Acumen - Understands and utilizes business information to manage everyday operations and generate innovative solutions to approach business and administrative challenges.

• Technical Acumen - Understands and utilizes professional skills and knowledge in a specific functional area to conduct and manage everyday business operations and generate innovative solutions to approach function-specific work challenges.

• Basic Competencies - Fundamental competencies required for accomplishing basic work activities.

• Basic Computer Skills - Uses basic computer hardware and software (e.g., personal computers, word processing software, Internet browsers, etc.).

• Mathematical Reasoning - Adds, subtracts, multiplies, or divides quickly, correctly, and in a way that allows one to solve work-related issues.

• Oral Comprehension - Listens to and understands information and ideas presented through spoken words and sentences.

• Reading Comprehension - Understands written sentences and paragraphs in work related documents.

• Writing - Communicates effectively in writing as appropriate for the needs of the audience.

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.