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Job Number 18001QRC
Job Category Administrative
Location China Area Reservations, Guangzhou, China VIEW ON MAP
Position Type Non-Management/Hourly
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§ Responsible for overall call distribution by time of day and day of week.
§ Facilitate changing schedules to meet demand for different times of day.
§ Implements Skills Based Scheduling platform and supporting processes.
§ Analyzes and develops scheduling process improvement recommendations, including new hire/recruiting schedule process and base bid process.
§ Manages short-term day-to-day staffing to achieve call handling goals through the use of downtime and overtime.
§ Tracks and evaluates all sales associate vacations, trades, LOA’s, etc., to determine their effect on staffing requirements.
§ Troubleshoots issues with the scheduling application.
§ Manage the phone and correspondence volumes while attending the Call Management System and communicate with managers as needed.
§ Monitor overall call volumes and monitor and/or investigate associate non-adherence issues.
§ Troubleshoot and report general phone problems and aid in the identification and correction of issues. Attend to and resolve applicable concerns of phone associates, managers and others.
§ Record attendance variations from schedules and update computer system.
Policies and Procedures
§ Follow company and department policies and procedures.
§ Protect the privacy and security of coworkers.
§ Maintain confidentiality of proprietary materials and information.
§ Perform other reasonable job duties as requested.
§ Speak to co-workers using clear, appropriate and professional language.
§ Talk with and listen to other employees to effectively exchange information.
§ Provide assistance to coworkers, ensuring they understand their tasks.
Working with Others
§ Develop and maintain positive and productive working relationships with other employees and departments.
§ Partner with and assist others to promote an environment of teamwork and achieve common goals.
§ Support all co-workers and treat them with dignity and respect.
§ Handle sensitive issues with employees with tact, respect, diplomacy, and confidentiality.
Quality Assurance/Quality Improvement
§ Comply with quality assurance expectations and standards.
§ Enter and locate work-related information using computers systems.
§ Move, lift, carry, push, pull, and place objects weighing less than or equal to 10 pounds without assistance.