- Area of Talent: Call Center
- HR Division: Call Center
The Attendance Coordinator serves as the centralized resource for attendance administration, leave management, and compliance support for the Call Transfer (CT) Department. This role is responsible for maintaining accurate attendance records, administering paid time off and leave processes, supporting attendance-related corrective actions, and ensuring the consistent application of attendance policies across CT leadership teams. The Attendance Coordinator partners closely with CT Leadership, Human Resources, Leave Management, and employees to improve operational efficiency, reduce compliance risk, and ensure fair and consistent attendance practices throughout the Call Transfer organization. This position also supports FMLA administration, ADA accommodations, and related documentation while providing reporting and trend analysis to leadership.
- Maintain and update attendance trackers and attendance records for all Call Transfer Department employees.
- Process and track PTO, sick time, and attendance-related requests.
- Coordinate and monitor FMLA cases, leave requests, and related documentation.
- Prepare, review, and maintain attendance-related corrective action documentation.
- Audit attendance, timekeeping, and leave data to ensure accuracy, compliance, and consistency of attendance records.
- Serve as the primary point of contact for attendance and time off related inquiries within the Call Transfer Department.
- Ensure consistent application of attendance policies, procedures, and documentation standards across CT leadership teams.
- Generate attendance reports, analyze trends, and provide recommendations to leadership.
- Partner with Operations, Human Resources, Leave Management, Payroll, and Workforce Management teams to support compliance and reduce organizational risk.
- Maintain confidentiality of sensitive information including but not limited to LOA/ADA information and employee data.
- Support process improvement initiatives that enhance attendance administration efficiency and reduce administrative burden on leadership.
- Embodies the Hilton Grand Vacations Values of Hospitality, Integrity, Leadership, Teamwork, Ownership, Now,
- Completes all required Company training/compliance courses as assigned.
- Adheres to Company standards and maintains compliance with all policies and procedures.
- Performs other related duties as assigned.
To fulfill this role successfully, the individual should possess the following qualifications, knowledge, skills, abilities, and experience:
- Minimum of 2 years of experience in attendance administration, workforce management, HR operations, leave management, or a related administrative role.
- Knowledge of attendance policies, timekeeping practices, corrective action processes, and applicable employment regulations, including FMLA and ADA administration.
- Advanced proficiency in Microsoft Excel and experience utilizing HRIS, workforce management, and leave management systems, including Oracle, ADP Workforce, CXone, and TELUS.
- Strong analytical, organizational, and communication skills with the ability to maintain accurate records, manage confidential information, and effectively partner with leaders and employees across the Call Transfer Department.
- 3+ years of experience supporting attendance, leave management, or compliance-related processes in a contact center or high-volume operational environment.
- Experience administering FMLA, ADA accommodations, leaves of absence, and attendance-related corrective action documentation.
- Experience auditing attendance and timekeeping records, identifying trends, and providing recommendations to leadership.
- Demonstrated ability to interpret and consistently apply company policies while minimizing compliance risk and ensuring equitable employee treatment.
- Experience leading or supporting process improvement initiatives that increase efficiency, standardization, and accuracy in attendance administration.
