• Job Description

  Req#: 2495200
  !*!

  Opportunity is calling. Grow with Hyatt.

  This position can be worked at our Global Contact Center in Omaha, Nebraska or Marion, Illinois. This position can also be worked remotely. Please note this position can only be worked remotely from the following states: Arizona, Colorado, Florida, Georgia, Illinois, Indiana, Iowa, Kansas, Louisiana, Michigan, Minnesota, Missouri, Nebraska, North Carolina, North Dakota, Ohio, Oklahoma, South Carolina, South Dakota, Tennessee, Texas, Utah and Wisconsin.

  An Intraday Specialist maintains the day-to-day staffing of Americas Guest Services. They monitor daily real time adherence, communicate directly with the Guest Services management on colleague performance, identify staffing opportunities throughout the day within NICE IEX, and a point of contact for attendance-related items. They create and send out daily intraday reports to the Guest Services stakeholders and call out any trending patterns.

  This Intraday Specialist will work a closing shift that includes both Friday and Saturday evenings.

  !*!

  Position Responsibilities:

  • Complete the daily timecard process for Guest Services colleagues.
  • Analyze how the day is handling by reporting on items such as contact volume, average handle time, and handle percentages while utilizing workforce management systems to assist completing daily Intraday Reports.
  • Be a point of contact for Guest Services Management as a Colleague on Duty for various colleague requests.
  • Process Webstation Schedule Change requests, watch for Real Time Adherence, assist with same day schedule adjustments, and making staffing adjustments with downtime and overtime as needed.
  • Compile and send daily workforce management reports to key stakeholders for awareness of staffing adjustments on items such as overtime and downtime pick up and various IT-related issues.
  • Provide awareness to Guest Services Management of any recommended staffing adjustment as provided on our Daily Overview Report.
  • Monitor and adjust colleague schedules based on colleague time off requests, breaks and lunches, and scheduling adjustments.
  • Process workforce management tickets in ServiceNow for Guest Services colleagues and managers.
  • Demonstrate a commitment to Hyatt’s core values.

  Experience:

  • 1 – 2 years of workforce management experience preferred.

  Education:

  • High school diploma (or equivalent) required.
  • Exposure to post-secondary education preferred.

  Computer Skills Needed:

  • Access and Excel skills preferred.
  • Experience with workforce management systems such as IEX or similar platform required.
  • Experience with workforce optimization software such as EEM or similar platform preferred.

  Additional Comments and Requirements:

  • Strong verbal and written communication skills required.
  • Proven ability to communicate effectively with multiple management units (i.e., service communities).
  • Ability to implement operational SOPs that provide clear line of sight and the necessary call to action to key stakeholders.
  • Must be highly motivated and organized with the ability to work on multiple projects simultaneously under time constraints.
  • Must be able to work independently and maintain time management without immediate supervision.
  • Must be open minded and able to adapt to a fast paced, ever-changing environment.
  • Proven ability to creatively problem solve in a dynamic, high-pressured atmosphere.
  • Must have evening availability, this is closing shift that includes both Friday and Saturday evenings.

  Hyatt is an equal employment opportunity and affirmative action employer. We do not discriminate on the basis of race, color, gender, gender identity, sexual orientation, marital status, pregnancy, national origin, ancestry, age, religion, disability, veteran status, genetic information, citizenship status or any other group protected by law.

• About the company

  The Hyatt Corporation came into being upon purchase of the Hyatt House, at Los Angeles International Airport, on September 27, 1957.

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