Work Force Management Generalist

Are you ready to grow your dream career while making others' vacation dreams come true? Marriott Vacations Worldwide is a world premier organization for Vacation Ownership with resorts at destinations around the globe. Join our team and help deliver unforgettable experiences that make vacation dreams come true.
POSITION SUMMARY
Serve, when appropriate, as a point of contact for front-line associates and managers communicating with them by phone, email and face-to-face to respond to questions and requests regarding their statistical expectations. Monitor all customer contact channels and volumes via the Workforce Management System and make recommendations for intraday staffing updates, modifications, adjustments, etc. and communicate with all relevant parties as needed. Process and/or approve all non-automated schedule changes or trade requests. Monitor and/or investigate, maintain, and distribute associate real-time adherence metrics and other relevant phone stats as identified by leadership. Assist with the adding and maintenance of User and Agent profiles in the Workforce Management System. Optimizes break, lunch, time off, and other intraday activities (meetings, training, etc.) to ensure proper staffing levels while performing workForce Management duties. Preferred work experience in the NICE inContact IEX WFM platform.
Enter and retrieve information contained in computer databases using a keyboard, mouse, or trackball to update records, files, spreadsheets and answer inquiries from other associates and managers. Prepare documents using word processing, spreadsheet, databases, or presentation software. Transmit information or documents using a computer, email, mail, or facsimile machine, including proofreading, and editing information to ensure accuracy and completeness. Enter and locate work-related information using computers.
Follow all company policies and procedures, ensure uniform and personal appearance are clean and professional, maintain confidentiality of proprietary information, protect company assets. Speak with others using clear and professional language; answer telephones using appropriate etiquette. Develop and maintain positive working relationships with others; support team to reach common goals. Comply with quality assurance expectations and standards. Read and visually verify information in a variety of formats. Move, lift, carry, push, pull, and place objects weighing less than or equal to 10 pounds. Stand, sit, or walk for an extended period. Perform other reasonable job duties as requested by Supervisors.
CRITICAL TASKS
Workforce Management

• Make recommendations for intraday staffing updates, modifications, adjustments, etc.
• Process and/or approve all non-automated schedule changes or trade requests
• Monitor and/or investigate, maintain, and distribute associate real-time adherence metrics and other relevant phone stats as identified by leadership.
• Monitor overall call volumes and monitor and/or investigate associate non-adherence issues.

Safety and Security

• Follow company and department safety and security policies and procedures to ensure a clean, safe, and secure environment.
• Report work related accidents, or other injuries immediately upon occurrence to manager/supervisor.
• Identify and correct unsafe work procedures or conditions and/or report them to management and security/safety personnel.
• Follow property specific procedures for handling emergency situations (e.g., evacuations, medical emergencies, natural disasters).
• Use proper equipment, wear appropriate personal protective clothing (PPE), and employ correct lifting procedures, as necessary, to avoid injury.

Policies and Procedures

• Protect the privacy and security of coworkers.
• Maintain confidentiality of proprietary materials and information.
• Follow company and department policies and procedures.
• Perform other reasonable job duties as requested.

Communication

• Speak with people using clear, appropriate, and professional language.
• Talk with and listen to other people to effectively exchange information.
• Exchange information with other employees using electronic devices (e.g., computer, phones, email, texting, IM).
• coworkers, ensuring they understand their tasks.

Assist Management

• Serve as a departmental role model or mentor by working alongside employees to perform technical or functional job duties.
• Work within the team to ensure projects are completed on time and that they meet appropriate quality standards.

Working with Others

• Handle sensitive issues with employees with tact, respect, diplomacy, and confidentiality.
• Develop and maintain positive and productive working relationships with other employees and departments.
• Support all co-workers and treat them with dignity and respect.
• Partner with and assist others to promote an environment of teamwork and achieve common goals.
• Mentor team members and share technical knowledge.
• Provide team members with feedback and constructive criticism to cultivate personal growth.

Quality Assurance/Quality Improvement

• Identify and recommend innovative ideas, technologies, or processes to increase organizational efficiency, productivity, quality, safety, and/or cost-savings.
• Comply with quality assurance expectations and standards.
• Observe best practices and implement them as appropriate.

Physical Tasks

• Move up and down stairs and/or service ramps.
• Move, lift, carry, push, pull, and place objects weighing less than or equal to 10 pounds without assistance.
• Stand, sit, or walk for an extended period or for an entire work shift.
• Enter and locate work-related information using computers and/or point of sale systems.

CRITICAL COMPETENCIES
Analytical Skills

• Computer Skills
• Learning
• Problem Solving
• Decision-Making
• Critical thinking

Interpersonal Skills

• Customer Service Orientation
• Interpersonal Skills
• Teamwork
• Diversity Relations

Communications

• Applied Reading
• Demonstrations & Presentations

Personal Attributes

• Integrity
• Positive Demeanor
• Initiative
• Stress Tolerance

Organization

• Time Management
• Pattern detection

Administration

• Electronic Communication

PREFERRED QUALIFICATIONS
Education
High school diploma/G.E.D. equivalent
Related Work Experience
At least 1-year of related work experience in the NICE inContact IEX WFM platform
Supervisory Experience
No supervisory experience is required
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Marriott Vacations Worldwide is an equal opportunity employer committed to hiring a diverse workforce and sustaining an inclusive culture.