Intraday & Real-Time Supervisor 

***This role is based at our corporate office in Dallas, TX, or Remote***

This is your chance to be part of a Customer Care Team that is revolutionizing human hospitality in a digital world. As an Intraday & Real-Time Supervisor , you will strive to provide personalized solutions that inspire a passion for travel, making a lasting impression with every Hilton guest with whom you interact. On the Hilton Reservations and Customer Care (HRCC) team, reporting to the Manager of Scheduling & Intraday, you will use analytics and insights to understand call volume, Average Handle Time, staffing, shrinkage, and overall real-time Intraday operations. You will be an integral part in providing team members with the resources, support, and knowledge needed to drive business objectives.

HOW WE WILL SUPPORT YOU

Hilton is proud to support the mental and physical wellbeing of all Team Members so they can Thrive personally and professionally in a diverse and inclusive environment, thanks to programs and benefits such as:

• Go Hilton travel program: 100 nights of discounted travel with room rates as low as $40/night
• Hilton Shares: Our employee stock purchase program (ESPP) – you can purchase Hilton shares at a 15 percent discount
• Paid parental leave for eligible Team Members, including partners and adoptive parents
• Mental health resources including free counseling through our Employee Assistance Program
• Paid Time Off (PTO)
• Learn more about the rest of our benefits (https://jobs.hilton.com/us/en/benefits)

At Hilton, we believe every Team Member is a leader. We are committed to offering leadership development opportunities through every step of a Team Member’s career journey and at every level, both in our hotels and across corporate. Hilton’s leadership development framework focuses on developing skills and business insight through a range of programs and approaches to meet varying learning needs and preferences.

**Available benefits may vary depending upon terms and conditions of employment and are subject to the terms and conditions of the plans.

HOW YOU WILL MAKE AN IMPACT

Your role is important and below are some of the fundamental job duties that make your work unique.

What your day-to-day will be like:

• Oversee a team of contact center real-time management coordinators that monitor queues to maintain service level performance, shrinkage management, overtime, and time-off management.
• Identify problems through analytical reasoning, conduct root cause analysis, make recommendations, and implement changes.
• Use data and reporting to develop analytical insights and make proactive recommendations for continuous improvement. Partner with technology teams to identify improvement opportunities, fix issues with real-time tools, and build automation and reporting capabilities.

How you will collaborate with others:

• Manage remote team-members, including monitoring real-time and intraday performance quality and providing feedback on areas of strength and areas of opportunity.
• Collaborate with multiple partners, manage relationships, build trust, and have flexibility in work schedule and hours (potential to occasionally work nights and weekends); provide insights and analytics to internal business leaders and external vendors while cultivating relationships with both.

What projects you will take ownership of:

• Develop tailored action plans to motivate and improve team members’ performance. Influences team members to accomplish our mission, goals and objectives through communication, group dynamics, and leadership.

WHY YOU’LL BE A GREAT FIT

You have these minimum qualifications:

• Minimum 5 years of professional work experience
• Minimum 2 years of experience in call center operations and workforce planning capacity
• Minimum 2 years of supervisory experience
• Travel up to 10%
• Experience using contact center operations tools such as WFM tools, Intraday queue monitoring tools and routing tools

It would be useful if you have:

• Bachelor’s Degree, or Associate Degree plus 5 years of professional experience, or High School Degree/GED plus 7 years professional experience.

WHAT IT IS LIKE WORKING FOR HILTON

The future of hospitality is bright at Hilton: a leading global hospitality company with a diverse portfolio of world-class brands (https://jobs.hilton.com/us/en/brands) . Dedicated to filling the earth with the light and warmth of hospitality, we have welcomed more than 3 billion guests in our more-than 100-year history. Hilton is proud to have an award-winning workplace culture and we are consistently named among one of the World’s Best Workplaces.

Hilton offers its eligible team members a comprehensive benefits package including medical and prescription drug coverage, dental coverage, vision coverage, life insurance, short-and long-term disability insurance, access to our employee stock purchase plan (ESPP) where you can purchase Hilton shares at a 15 percent discount, a 401(k) savings plan, 20 days of paid time off accruing over your first year of employment and increasing up to 25 days after completing one year of full employment, up to 12 weeks of paid leave for birth parents and 4 weeks for non-birth parents, 10 paid holidays and 2 floating holidays throughout the year, up to 5 bereavement days, flexible spending accounts, a health savings account, an employee assistance program, access to a care coordination program (“Wellthy”), a legal services program, an educational assistance program, adoption assistance, a backup childcare program, pre-tax commuter benefit and our travel discount. The annual salary range for this role is $50,000-$75,000 and is determined based on applicable and specialized experience and location.Subject to plan terms and conditions, you will be eligible to participate in the Hilton Annual Incentive (Bonus) Plan, consistent with other team members at the same level and/or position within the Company.