Job Description

WORK FOR A WINNING TEAM THAT NOW OFFERS BENEFITS FROM DAY ONE, PLUS DAILY PAY*

At Hilton Grand Vacations, you will become a part of a culture that encourages and motivates you toward achieving your goals.

Here’s why you will love it here: Recognition Programs and Rewards Excellent health care options, including medical, dental, and vision A people-first culture Go Hilton: Travel Discounts Program Hilton hotel rates worldwide. Perks at work: Employee Pricing platform Employee Assistance Program that supports your physical and mental well-being. Paid Vacation Time and Paid Sick Days 401(k) program with company match Tuition reimbursement programs Numerous learning and advancement opportunities And more!

What Will I be Doing?

The Telecommunications Administrator is responsible for assisting with the daily operations of the contact center platform, such as, but not limited to monitoring inbound and outbound call traffic, report generation, and daily system testing. Provide tier 2 support and troubleshooting for agents, supervisors, and management.

You are responsible for driving company success through performing the following tasks to the highest standards:

Generate daily, weekly, and monthly reports for the CXone Platform. New user onboarding administration. Dashboard setup. Subscription auditing. Maintain and optimize user subscriptions and skills. Download recordings Provide tier 2 support and troubleshooting for agents, supervisors and management. Monitor inbound call traffic and adjust agent skill sets to achieve SLA, ASA, and Abandon rate. Assist with documentation of system settings and applications. Assist with agent scheduling decisions. Back up dialer administrator in daily tasks and functions. Test system functionality on a daily basis. Change IVR / Department schedules based on holidays.