Expedia Group brands power global travel for everyone, everywhere. We design cutting-edge tech to make travel smoother and more memorable, and we create groundbreaking solutions for our partners. Our diverse, vibrant, and welcoming community is essential in driving our success.

Why Join Us?

To shape the future of travel, people must come first. Guided by our Values and Leadership Agreements, we foster an open culture where everyone belongs, differences are celebrated and know that when one of us wins, we all win.

We provide a full benefits package, including exciting travel perks, generous time-off, parental leave, a flexible work model (with some pretty cool offices), and career development resources, all to fuel our employees' passion for travel and ensure a rewarding career journey. We’re building a more open world. Join us.

Senior Workforce Planning Analyst

Role Summary
Support teams through advanced data analysis and modelling to create, maintain, and evolve workload and staffing capacity forecast models. Provide key insights and guidance, based on thoughtful business analysis, to aid in efficient and timely business decisions.

In this role, you will:

• Understands key performance indicators related to own work and the importance of metrics in defining success (e.g., efficiency and effectiveness).

• Identifies methods for collecting data, performs data analyses and articulates findings.

• Demonstrates awareness of requirements related to data modelling.

• Develops understanding of the principles behind developing basic data models by assisting others with the creation of basic data models.

• Develops foundational understanding of the company's design tools by assisting with the implementation of data models.

• Demonstrates deep understanding of how the organization does business (i.e. business model and operations, financial performance, and key success factors).

• Applies deep understanding of the policies, practices, trends, and information that impact the organization and its customers* to anticipate and plan for each step of a project.

• Demonstrates a deep understanding of the financial impact of decisions/solutions and how own role contributes to positive outcomes.

• Consistently responds to stakeholder requests in an accurate, timely, and professional manner.

• Understands (internal and external) customers’* needs and begins to develop the skills necessary to help customers* understand business challenges.

• Continues building understanding the organization's processes, objectives, and challenges and their impact on the business.

• Breaks down complex information (e.g., legal, operational risk, and regulatory data) into understandable terminology and actionable concepts.

• Uses technical knowledge and expertise to generate understandable, broadly applicable communications based on new and non-typical data.

• Designs differentiated technical communications (e.g., content focus, style, presentation, etc.) for various internal and external audiences based on an understanding of their differing levels of familiarity with technical language.

• Anticipates and acts on what needs to be done to accomplish an objective, task or goal; finds alternative or less obvious ways to carry out plans.

• Sets challenging yet motivating short- and long-term goals which lead to beneficial individual and team results.

• Accepts ownership for individual performance, results, and actions; volunteers for tasks before being asked by others or being forced by events.

• Demonstrates ability to manage several tasks and meet deliverables with minimal error.

• Determines the relative impact and urgency of individual tasks.

• Appropriately makes difficult trade-offs on time and resources when faced with conflicting demands and high-priority deadlines.

Experience and qualifications:

• You have experience in workforce management software suite (e.g., Aspect, NICE, Genesys, etc.)

• You have experience in SQL, R, Python, SAS

• You have experience in contact centre omni-channel system admin

• You have experience in advanced Microsoft Office, particularly Excel and PowerPoint

• You have experience in advanced case/ticket management (e.g., Jira, Salesforce, etc.)

• You have experience in mid-level data visualization/BI tools (e.g., Tableau, PowerBI, etc.)

Expedia Group is proud to offer a wide range of benefits to support employees and their families, including medical/dental/vision, paid time off, and an Employee Assistance Program. To fuel each employee’s passion for travel, we offer a wellness & travel reimbursement, travel discounts, and an International Airlines Travel Agent (IATAN) membership. View our full list of benefits.

Accommodation requests

If you need assistance with any part of the application or recruiting process due to a disability, or other physical or mental health conditions, please reach out to our Recruiting Accommodations Team through the Accommodation Request.

We are proud to be named as a Best Place to Work on Glassdoor in 2024 and be recognized for award-winning culture by organizations like Forbes, TIME, Disability:IN, and others.

Expedia Group's family of brands includes: Brand Expedia®, Hotels.com®, Expedia® Partner Solutions, Vrbo®, trivago®, Orbitz®, Travelocity®, Hotwire®, Wotif®, ebookers®, CheapTickets®, Expedia Group™ Media Solutions, Expedia Local Expert®, CarRentals.com™, and Expedia Cruises™. © 2024 Expedia, Inc. All rights reserved. Trademarks and logos are the property of their respective owners. CST: 2029030-50

Employment opportunities and job offers at Expedia Group will always come from Expedia Group’s Talent Acquisition and hiring teams. Never provide sensitive, personal information to someone unless you’re confident who the recipient is. Expedia Group does not extend job offers via email or any other messaging tools to individuals with whom we have not made prior contact. Our email domain is @expediagroup.com. The official website to find and apply for job openings at Expedia Group is careers.expediagroup.com/jobs.

Expedia is committed to creating an inclusive work environment with a diverse workforce. All qualified applicants will receive consideration for employment without regard to race, religion, gender, sexual orientation, national origin, disability or age.