• Perry Longville

Operations Coordinator-Workforce Management Analyst

JOB SUMMARY: Responsible for monitoring the service level, occupancy, and calls handled of the phone operations departments within HRCC. Directs call traffic appropriately and develops and analyzes statistical reports, including some preparation. Provides recommendations for staffing adjustments and reassignments. Assist with the diagnosis of equipment problems, ACD, Journey, Polaris and acts as a liaison to other departments. Responsible for managing the distribution of call volume and workloads for all work streams – including Reservation Sales, Luxury, Diamond, Customer Care, Guest Assistance, ICC, etc.. Meets and exceeds operational and business needs with the goal of providing exceptional service while optimizing revenue and productivity in a cost effective environment.


  • Proficient with Microsoft Office particularly with Excel in creating and managing spreadsheets

  • Excellent written and verbal communication skills

  • Strong organizational skills and multitasking skills.

  • Strong problems solving skills with the ability to proactively identify and prevent potential problems. Excellent problem analysis and problem-solving skills

  • Highly goal oriented and results driven to ensure meeting department goals.

  • Proficient in Microsoft Office particularly with Access and Excel in creating and managing spreadsheets, formulas such as V-lookup and Pivot tables


  • Education: High school Diploma or Associates Degree.

  • Minimum 5 CSEC passes including grade 1 or 2 in English A

  • 1-3 years’ experience in a similar role

  • Minimum 2+ years' work experience in a supervisory role.

  • 1 plus years in call center environment

  • 1 plus years’ experience with proven results doing business analysis, intra-day management and logistics planning operationally, in a fast paced, high volume environment preferably in the travel industry or telemarketing management of large sales or reservations center.

  • Prior experience using workforce management tools (i.e. Avaya CMS including Emulator, RTA, MicroRoute IT, AT&T Route I, Aspect eWorkforce

  • Working knowledge of CMS, RTA, WFM software and call routing systems

Apply by: 31/12/2020

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