Manager, Contact Center Analytics
Full time @Hilton in Hospitality Shortlist Email JobJob Detail
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Job ID 2905
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Career Level Manager
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Experience 5 Years
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Qualifications Diploma
Job Description
Work Locations
What will I be doing?
Hilton has built an outstanding analytics organization connecting the ecosystem of data, technology, tools, techniques, people and processes. This innovative analytics function will drive advanced analytics and actionable insights to help drive Hilton’s performance.
The Analytics organization serves as internal consultants to key functions across the business, including Hilton’s Marketing, Customer, Product, Revenue and Sales organizations, with specialized support for the executive leadership team. The teams consist of both embedded subject matter authorities, who serve as strategic advisors to key partners, and technical specialists. The organization is fully coordinated within the business functions in order to ensure close partnerships and more effectively measure and drive company performance.
Within Channel and Product Analytics, the Contact Center Analytics team provides both day-to-day operational, tactical support and strategic analyses to optimize business performance and customer satisfaction across the guest journey. You will act as a “working manager” splitting time between management and individual contributor responsibilities.
More specifically, you will:
- Lead and develop team of Analysts with a collaboration focus
- Adapt to fast-paced, sophisticated, ambiguous, and changing business environment
- Partner with and integrate into Hilton Reservation and Customer Care teams across the globe to understand and support initiatives
- Prioritize important initiatives in partnership with partners
- Analyze contact center data to drive optimization opportunities
- Solve problems with critical thinking capabilities
- Utilize data to tell a story in an effective manner to a wide range of audiences
- Exhibit a “can-do” demeanor with a passion for getting things done at the speed of business to consistently meet deadlines
- Lead foundational data projects to improve more sophisticated efforts in the future
- Grow into a subject matter expertise with the business and data
- Connect the Hilton Reservation and Customer Care performance and experience to Hilton performance and guest journey
Direct Reports: Yes
What are we looking for?
To fulfill this role successfully, you should demonstrate the following minimum qualifications:
- Education: HS Diploma or GED
- Five (5) years of professional experience
- One (1) year of Analytics experience
- Demonstrate expertise in a coding language such as SQL, Hive, R, SAS, or Python
- Demonstrate expertise in contact center data such as Amazon Connect and Salesforce
- Show strength in Microsoft Office suite and business intelligence tools
It would be helpful in this position for you to demonstrate the following capabilities and distinctions:
- Education: Bachelor’s Degree in an analytical subject area
- Seven (7) years of professional experience
- Five (5) years of Analytics experience
- Management experience
What is it like working for Hilton?
Hilton is the world’s leading global hospitality company, spanning the lodging sector from luxurious full-service hotels and resorts to extended-stay suites and mid-priced hotels. For nearly a century, Hilton has offered business and leisure travelers the finest in accommodations, service, amenities, and value. Hilton is dedicated to continuing its tradition of providing exceptional guest experiences across its global brands. Our vision to fill the earth with the light and warmth of hospitality unites us as a team to create remarkable hospitality experiences around the world every single day. And, our amazing Team Members are at the heart of it all!
EOE/AA/Disabled/Veterans
EOE/AA/Disabled/Veterans
Schedule
: Full-time
Shift
: Day Job
Job Level
: Manager
Job
: Data and Analytics
