Hilton · 5 hours ago
Analyst Customer Excellence
Addison, TX
Full-time
Remote
Entry, Mid Level
$50K/yr - $75K/yr
2+ years exp
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Responsibilities
Use business process management skills to document swim lanes, RACI charts, control plans
Conduct regular process reviews, root cause analysis exercises
Create business controls, regular metrics reviews
Use Data to inform on opportunities and enhancements, root cause analysis
Spot opportunities for driving innovation
Interdepartmental collaboration within and outside of HRCC
Identify project tasks and partner with the team to push to completion
Facilitate process training for team members
Document processes for new programs and project releases
Partner with other process experts to deliver process maps and documentation
Qualification
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Required
Two (2) years of experience working in a high-volume contact center that handles inbound and outbound communication via telephone, email, chat and web
Two (2) years of operations, project management, and business process experience for a high volume (>10,000 calls per day) contact center
Experience analyzing contact center data to identify trends and using metrics to improve call center processes
Experience managing multiple departmental projects from concept to completion
Command of PowerPoint, Excel and VISIO (or similar) with the ability to build compelling stories with data, text, and visualization tools
Domestic travel less than 10%
Preferred
Four (4) years of experience in process improvement plus two (2) years of project management
High School Degree with a background in business or related fields
Trained and certified in Six Sigma or other process-related methodologies
Benefits
Go Hilton travel program: 100 nights of discounted travel with room rates as low as $40/night
Hilton Shares: Our employee stock purchase program (ESPP) - you can purchase Hilton shares at a 15 percent discount
Paid parental leave for eligible Team Members, including partners and adoptive parents
Mental health resources including free counseling through our Employee Assistance Program
Paid Time Off (PTO)
Medical and prescription drug coverage
Dental coverage
Vision coverage
Life insurance
Short-and long-term disability insurance
Access to our employee stock purchase plan (ESPP) where you can purchase Hilton shares at a 15 percent discount
A 401(k) savings plan
20 days of paid time off accruing over your first year of employment and increasing up to 25 days after completing one year of full employment
Up to 12 weeks of paid leave for birth parents and 4 weeks for non-birth parents
10 paid holidays and 2 floating holidays throughout the year
Up to 5 bereavement days
Flexible spending accounts
A health savings account
An employee assistance program
Access to a care coordination program (“Wellthy”)
A legal services program
An educational assistance program
Adoption assistance
A backup childcare program
Pre-tax commuter benefit
Our travel discount
Company
Hilton
Hilton is a hospitality company, owns luxury and full-service hotels and resorts, and focused-service hotels.
10001+ employees
Funding
Current Stage
Public CompanyTotal Funding
$8.5BKey Investors
Pershing Square Capital ManagementHNA Group
2024-09-05Post Ipo Debt· $1B
2024-03-22Post Ipo Debt· $1B
2018-10-25Post Ipo Equity
Leadership Team
Christopher Nassetta
President & Chief Executive Officer
Kevin Jacobs
Chief Financial Officer & President, Global Development
Recent News
2024-11-20
Company data provided by crunchbase
