Communication Systems Specialist

2 days ago


Orlando, Florida, United States Hilton Grand Vacations Full time
Job Overview

We are seeking a highly skilled Telecommunications Administrator to join our team at Hilton Grand Vacations. As a key member of our operations, you will play a crucial role in ensuring the smooth functioning of our contact center platform.

This is a fantastic opportunity to work with a leading company in the vacation ownership industry, where we prioritize innovation, quality, and continued growth. Our company culture emphasizes dedication to our Team Members, fostering an environment that encourages achievement and recognition.

About the Role

The successful candidate will be responsible for performing daily operations tasks, including monitoring call traffic, generating reports, and testing system functionality. Additionally, you will provide tier 2 support and troubleshooting for agents, supervisors, and management, driving company success through high-quality performance.

  • 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.
Requirements

To excel in this role, you should possess:

  • 6 months - 1 year related experience
  • Microsoft Office
  • Proficient computer skills, especially Excel and Visio
  • Call Center experience

Our company is committed to fostering a culture of work-life balance and family-friendly benefits. We strive to create a remarkable work environment that supports your physical and mental well-being.



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