Call Center Operations Specialist

About the Role

As a Call Center Operations Specialist, you will provide analytical and operational support to Call Center Management to achieve monthly marketing targets. You will work closely with cross‑functional teams to translate data insights into actionable improvements. The role is critical for driving performance and customer satisfaction within the call center environment. In this position you will create performance reports, implement standard operating procedures, manage campaigns, and offer analytical support for strategic decisions. You will also oversee daily lead distribution, facilitate onboarding and training, and perform various administrative duties to enhance call‑center efficiency. • Craft performance reports, implement SOPs, manage campaigns, and provide analytical support for strategic decisions • Analyze reports and collaborate with partners to develop and maintain strategic performance objectives • Manage and distribute leads daily while reviewing processes to improve efficiency • Facilitate team member onboarding and training • Maintain perspective on system functionality, call flow, content, quality assurance, challenges, and opportunities • Assist in inventory management and assess processes to ensure maximum efficiency of hotel and resort inventory

Key Responsibilities

• ▸performance reporting
• ▸sop implementation
• ▸campaign management
• ▸lead distribution
• ▸data analysis
• ▸team training

Benefits

We offer a comprehensive benefits package for full‑time team members, beginning with a competitive $24 per hour wage. Medical, dental and vision insurance are available from day one, and we provide a 401(k) plan with company match, life insurance, and a stock purchase program. Additional perks include a travel discount program, generous paid time off, paid sick days, recognition initiatives, and ample learning and advancement opportunities. Hilton Grand Vacations is a leader in the vacation‑ownership industry, dedicated to innovation, quality, and continued growth. The company’s culture emphasizes excellence and provides a supportive environment for career development. • $24 per hour pay rate • Medical, dental, and vision insurance from day one • 401(k) plan with company match, life insurance, and stock purchase program • Team Member Travel Program with discounted rates at global properties • Generous paid time off • Paid sick days • Team Member recognition and learning/advancement opportunities

Work Environment

Office Full-Time