Specialist, Resource Planning Management

We Put the World on Vacation At Travel + Leisure Co., our mission is simple: to put the world on vacation. Our membership travel and vacation exchange brands, including RCI, 7Across and Travel + Leisure GO, are shaping the future of the travel industry by creating new possibilities for travelers. Every day is a chance to learn something new and turn vacation inspiration into exceptional experiences for millions of travelers worldwide.
DUTIES AND RESPONSIBILITIES: DAILY
Monitoring of call list - Changing of passes Extract Guide phone productivity reports from Aspect Prepare Call volume and service level reports Generate service level reports for all languages Prepare Guide / Team Leader lateness reports Leave approval for guides Update of sick and urgent leave Update of guides' Flexi Hour and shift change Call Center Tracker update Manage phone line closures Manage Operations team stationery requests Training / Event Schedule & Invite - (liaise with trainer training schedule and group / send invite / book room) Other projects, tasks, and duties as may be directed WEEKLY
Prepare sales report Prepare guides' Productivity Hours Report Prepare Roster for Operations team Input Ready Leave applications in Excel Schedule Manage Public Holiday, Overtime processing Weekly - Call volume and service level reports Other projects, tasks, and duties as may be directed MONTHLY
Monthly - Call volume and service level reports Prepare call monitoring templates and schedule Manage scheduling Collate and prepare call campaign conversion report Prepare call statistics report PH / OFF in lieu - Schedule & compensation (Balloting process / PH in lieu or PH pay Credit / PH duty scheduling) Monthly Call list Preparation - Filtered by Language / Segregate by campaign / Load to Aspect Monthly Absenteeism Summary - Submit to HR / Send to TL for those guide need to undergo medical checkup or have high absenteeism issue Manage access requirements for New Hires/Staff transfers (Fame / MCTS / Aspect / Roster) include liaise which IT for phone and desk set up Liaise with IT any system / phone issue Liaise with Marketing any adhoc call list Where Memories Start with You
Hospitality is at the heart of all we do at Travel + Leisure Co. Here, you'll find an inclusive environment where we deliver excellence and take time to have fun, celebrate together, and support one another. We're always looking ahead to what's next and how we can strengthen our business, its neighboring communities, and the customer experience. Join our global team and build a career where memories start with you.