Forecasting and Planning Manager at Hilton Global in Carrollton, Texas

Job Description:

Hilton Reservations and Customer Care (HRCC) is on a path to revolutionize human hospitality in a digital world, the same way we defined hospitality from its early beginnings. We strive to deliver personalized solutions that inspire a passion for travel, and our goal is to make a lasting impression with every Hilton guest with whom we interact.

What will I be doing:

Under the mentorship of the Director of Operations, this key management position is responsible for the oversight and coordination of all forecasting, reporting, and analysis for Hilton's Worldwide Contact Center Operations.

You will manage a team of contact center professionals and oversee the utilization of various BI tools and advanced analytical concepts to extract, coordinate and analyze large amounts of data, to build and effectively communicate insights to leaders to drive strategic decision-making! This includes forecasting and analyzing call volume by call type, handle time, distributions, absenteeism, overtime, and/or low call volume staffing needs to ensure efficient performance is met at the lowest possible cost to the system.

Relationship Management and Team Building:

• Build and maintain positive relationships with Senior Leaders across the organization to understand their business goals/strategies and align reporting and analytics objectives.
• Collaborate with peers to establish goals and plans to prioritize, coordinate, and accomplish the project and department goals.
• Partner with management teams to formulate, implement, test, and validate predictive models while generating innovative solutions by approaching problems with curiosity and flexibility and using existing information to its full potential.
• Develop and mentor team members by providing constructive feedback and use existing resources to ensure future leaders are identified and developed.
• Ensure the team can articulate the data story and support relevant presentations tailored to the audience.

Insights & Analytics:

• Design and implement advanced analytical processes by combining BI tools (MicroStrategy & Alteryx) with R to build predictive forecasting and target setting and models.
• Understand key business priorities, drivers, and hypotheses to deliver measurable data and propose new areas for investigation.
• Lead and develop a team to perform data mining and analysis to explore various data sets using BI tools to help support business goals.
• Drive the implementation and direction of new tools and technologies to drive customer insights to direct business strategy.
• Summarize information to effectively communicate analyses to senior leadership by crafting dashboards, reports, and analytical frameworks/visualizations.

Process Improvements:

• Design and maintain the data structures and workflows that allow highly efficient data operations to identify key data stories.
• Continuously refine and improve HRCC data sources, reporting processes, and analytical models to better understand customer insights and business performance drivers.

What are we looking for:

We believe the success in this role will demonstrate itself through the following attributes and skills:

• Proficiency with Microsoft Office Suite, with high proficiency in Microsoft Excel, Access, & PowerPoint
• Understanding of the fundamentals of Data structure and data table relationships
• Experience working with and knowledge of SQL

To fulfill this role successfully, you should demonstrate the following minimum qualifications:

• BA/BS Bachelor's Degree in mathematics, statistics, finance, business analytics, etc.
• Four (4) years of related business analytics experience
• Supervisor/Manager experience of one to three (1-3) People
• Some travel (

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

• Master's Degree in a job-related field of study (mathematics, statistics, finance, business analytics, etc.)
• Five (5+) years of job-related experience
• Experience with and knowledge of Aspect, Avaya, and SAS
• Experience building or maintaining databases or data warehouse
• Knowledge of database architecture and data modeling principles and techniques

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 over 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 day. And, our amazing Team Members are at the heart of it all!

We are an equal opportunity employer and value diversity at our company. We will ensure that qualified individuals with protected disabilities are provided reasonable accommodation to participate in the job application or interview process, to perform essential job functions of his or her role, and to receive other benefits and privileges of employment. Please contact us to request accommodation.

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