Coordinator Call Center Operations

Description

When you start a career at Hilton Grand Vacations, you become part of a family committed to helping you succeed both professionally and personally. We invest in your success through outstanding benefit programs, including educational assistance, flexible work hours, and the best parental leave in the business!

Hilton Grand Vacations is seeking a detail-oriented and proactive Call Center Coordinator to join our growing Operations Team. This pivotal role supports the increasing operational volume by managing assignments, coordinating administrative functions, and ensuring smooth communication between teams. The ideal candidate is highly organized, excels in Excel and Word, and is capable of multitasking in a fast-paced, guest-centric environment.

As a Call Center Coordinator, you will provide comprehensive administrative support to department leadership and support the various needs within them.

Explore a grand career with Hilton Grand Vacations − where inspiration takes you places!

We are an equal opportunity employer and value diversity at our company. We do not discriminate on the basis of race, religion, color, national origin, gender, sexual orientation, age, marital status, veteran status, or disability status.

We will ensure that individuals with disabilities are provided reasonable accommodation to participate in the job application or interview process, to perform essential job functions, and to receive other benefits and privileges of employment. Please contact us to request accommodation.

Responsibilities

Responsibilities:

Generate and distribute all department reports including, but not limited to, payroll, timecard/hours worked, check requests, headcount, attrition, corrective action, coaching and/or other topics as requested by leadership.

· Create/maintain reports and presentations, with a high level of comfortability using MS PowerPoint and Excel (including pivot tables).

· Process all new hire/transfers through IT for new logins, add to IP Table and to payroll roster; maintain weekly IP Table update for IT that contains all team members for access deletion, addition and or changes.

· Update and maintain all department announcements; may include updates to TV displays and electronic bulletin boards; update birthday and anniversary calendars.

· Schedule appointments, meetings, handle travel arrangements, update and maintain calendars, check emails, voice mails and answering phones.

· Filing, faxing, copying, distributing mail, expense reports, check requests, and various other items.

· Order department office supplies, headsets and replacement badges.

· Plan and organize team luncheons, team building events, Shining Star and Holiday party.

· Compose letters, memos, presentations, and compile/maintain spreadsheets

· Process and track all spiff forms.

· Record and track team member attendance points and other data as needed; maintain employee electronic files.

· Assist with preparation and tracking of corrective action forms.

· Participate as an active member of the fun committee - planning and coordinating monthly call center events; plans/executes department decorations as needed.

· Assist concierge with managing the distribution of leads to avoid over-contacting guests.

· Fulfilling blue light leads into tour times and distributing for contact.

· Track Show percentage and help identify guests who have no showed/non-qualified to presentation.

· Maintaining, updating, and distributing spreadsheets and tracking tools for agent workflows and lead management.

· Supporting the team with special projects such as property moves, oversold scenarios, or construction-related shifts.

· Assisting with end-of-month operations including submitting check requests, canceling unconfirmed reservations, and cleaning up guest pipelines.

· Preparing daily and weekly reports to support visibility of team performance and lead follow-up completion.

· Performing any additional administrative or operational task that helps support the team’s mission and workload efficiency based on business needs.

Qualifications

Types of Candidates We’re Looking For:

· High School Diploma

· Ability to work a flexible schedule

· Proficiency in Microsoft Excel and Word, including tasks like combining and summarizing data sheets and creating calendar invites.

· Strong communication skills, with the ability to write professional emails and coordinate internally across teams.

· Ability to work in a fast-paced environment with minimal supervision, react quickly to changes and proactively resolve needs of leadership and department.

· Excellent multitasking and organizational skills, with strong attention to detail.

· Experience managing manual workflows, reporting, or scheduling logistics.

· At least 2 years of experience in a coordinator, administrative, or operations support role.

· Ability to handle all matters with confidentiality and discretion.

It would be advantageous in this position for you to demonstrate the following capabilities and distinctions:

· Previous experience in the hospitality, travel, or vacation ownership industry.

· Familiarity with CRM systems such as Salesforce.

· Strong analytical skills with the ability to identify process gaps and suggest improvements.

· Experience working with multiple systems and managing high-volume data.

· Willingness to take proficiency tests in Excel and Word as part of the hiring process.

· Prior experience supporting teams with lead generation, fulfillment coordination, or guest scheduling.