Network Routing Analyst

SUMMARY DESCRIPTION: This position is responsible for analyzing call-handling performance, making strategic, staffing and routing decisions across the domestic and International Network of Global Reservation Sales, Marriott Rewards and Customer Care (GRS & CC) Centers and all Marriott brands while ensuring that budgeted and forecasted service level goals are met. The position is also responsible for the daily operations of the Virtual Home Agents and acts as the communication hub of the GRSCC network.

JOB DUTIES:

1. Analyze and execute decisions based on each site's and the Network's performance, including issuing downtime based on the cumulative share of calls to minimize WWR costs, balancing call volume to maximize potential revenue, and issuing same-day overtime to assist when not meeting performance goals.
2. Anticipate and utilize knowledge of trending patterns throughout all hours of each center's operations.
3. Execute changes in call distribution through various AT&T Network sub-systems including but not limited to Route it!, ICM and all applications of IC.
4. Initiate and maintain managerial communications at all levels with each center.
5. Balance call volume to maximize agent productivity at each center in an equitable manner.
6. Implement appropriate emergency procedures when necessary.
7. In emergency situations, take immediate action in re-routing call volume, analyze staffing impact and execute decisions as necessary. Notify Senior Leadership and Center management at all centers (at home, if needed), of the situation to assist in call handling requiring non-essential personnel on phones, and monitor situation maintaining contact with all Centers of any progress in resolving emergency situations.
8. Analyze half-hourly, daily, weekly, period and annual call volume statistics for all GRS, MRW and CC Centers for use in daily, periodical and annual reporting.
9. Process, analyze and prepare any operational and ad-hoc reports as needed.
10. Proactively, monitor and report national events such as weather (proactively and reactively) political activities that may impact the network call volume, both domestic and International. Ensure that senior management is kept informed. Make necessary staffing recommendations and adjustments to ensure the Network has adequate staffing to efficiently handle call volume.
11. Build, maintain and adapt agent CMS logins to ensure that logins have the appropriate skill set for the agent's desk.
12. Act as the Network communication hub. Report and escalate system issues to appropriate parties and follow up as the event dictates. Maintain communication and send updates as needed. Make critical staffing adjustments as needed based on outage information. Ensure information and potential impact is communicated to Network contacts and Senior Leadership.
13. Responsible for the ICM script integrity for all routing scripts, including Reservations & MRW. This includes ensuring configuration is up to date for routing variables.
14. Build, maintain and adapt IC agent configuration.
15. Answer emails, voicemails and phone calls from the Virtual Home Agents regarding daily schedule changes.
16. Process requests from home agent Managers in regards to the home agents schedule adjustments.
17. Process downtime/overtime requests, vacation and trades for the Virtual Home Agents.
18. Make break adjustments for home agent long calls on a daily basis.
19. Audit System Issue requests from home agents on a daily basis.
20. Act as a resource for the Home agents when needed. Provide scheduling recommendations and escalate issues to associates managers as warranted.
21. Act as the central point of contact for the Network, both domestic and International. Escalate network outages and system impacts to the appropriate systems groups, such as telecom and GNOC. Ensure that management is informed of all system issues that impact the overall performance of the network.
22. Each associate is expected to carry out all reasonable requests by management, which the associate is capable of performing.

MINIMUM QUALIFICATIONS:
1. Must have 5 or less occurrences / 2 or less active notifications.
2. No active written warnings on file.

**This posting is in the Global Reservation Sales and Customer Care Unit. Associates from GRS & CC may post for this position without transferring to another unit.

**Associates from OMARC or NGS may apply for the Network Routing Analyst posting. If hired, they would be required to leave their current position and would be transferring to this new unit.

**Support associates must remain in position for 6 months prior to being eligible to post for
other positions.

Marriott International offers you the opportunity to find the hospitality job and career journey that's right for you. With more than 1100 managed properties and 18 brands you'll find us in your neighborhood and in more than 74 countries across the globe. Find Your World at Marriott.



Job Summary

Install, configure, manage, maintain, test, evaluate, and repair computer networks, workstations, support server system(s), supporting hardware/software, user accounts, and computer/telephone rooms. Train/instruct users in proper use and security of all systems. Troubleshoot/repair/resolve technical problems/issues related to computer hardware/software/LAN and WAN/internet. Respond to program error messages. Provide network communications support and technical guidance. Refer major problems to vendors/technicians. Analyze, recommend, and implement process improvements. Consult with others to assess/analyze/resolve computing needs and system requirements. Inspect, test, and diagnose computer equipment/systems. Plan and coordinate information technology-related equipment installations, moves, additions, changes, and system enhancements. Plan, coordinate, and implement network security measures. Provide end-user support for all applications. Plan and manage disk space for entire network. Maintain accurate inventory of all technological devices. Enter commands and activate controls on computers and equipment. Ensure backup tapes are locked in a fireproof safe.

Follow all company policies and procedures; report accidents, injuries, and unsafe work conditions to manager. Maintain confidentiality of proprietary information; protect company assets. Address guests' service needs; assist other employees. Speak with others using clear and professional language; answer telephones using appropriate etiquette. Serve as role model and first point of contact of the Guarantee of Fair Treatment/Open Door Policy process. Develop and maintain positive working relationships with others; support team to reach common goals. Ensure adherence to quality expectations/standards; identify, recommend, develop, and implement new ways to increase organizational efficiency, productivity, quality, safety, and/or cost-savings. Move, lift, carry, push, pull, and place objects weighing less than or equal to 50 pounds. Stand, sit, or walk for extended periods of time. Enter and locate information using computers/Point of Sale (POS) systems. Move up and down stairs/ramps. Perform other reasonable job duties as requested by Supervisors.

Marriott International is an equal opportunity employer committed to hiring a diverse workforce and sustaining an inclusive culture. Marriott International does not discriminate on the basis of disability, veteran status or any other basis protected under federal, state or local laws.