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• Real-time monitoring of critical business operations and performance indicators at an interval/ daily/ weekly/monthly level- call volumes, average handle times, queue time, call center agent availability, call center service level adherence. Quickly responding to any issues encountered in delivering expected performance
• Analyze for potential risks in staffing levels and develop/implement plans to aid the operation in mitigating the risks as needed
• Produce what-if scenarios to assist with business cases and to aid managerial decision making
• Develop Partners’ capacity review mechanisms to highlight roadblocks/changes in the plan along with impact on operations. Work across Partner sites to balance workload
• Gather and analyze data to identify trends and patterns. Make recommendations to reduce workload and improve productivity for Partner teams. Supervise and track the results of recommendations
• Use system reporting tools to analyze current business processes and to support continuous process improvements
• Present results back to the business in a structured, data-driven manner - simplifying complicated concepts
• Process daily and intraday requests for configuration and provisioning changes to our internal customers

• Bachelor’s or Master’s degree in Economics/Business Management or in a related field; or equivalent related professional experience
• 5+ years of contact center operations management or strong work experience in an operational or workforce management role
• Proven experience of producing accurate workload models using statistical techniques
• Experience of extracting and analyzing complex data from multiple sources
• Adept at conducting analysis, drawing out business insights from that analysis and presenting findings and recommendations persuasively
• Experience in report production, communicating data in a meaningful format to various stakeholders, articulating requirements, expectations and desired outcomes
• Experience influencing partners to effectively manage as per provided recommendations
• Proven track record of crafting strong relationships with operations and support teams, finance managers and business intelligence analysts
• The ability to clearly present ideas and theories to operations and managerial staff
• Proactive and able to work independently
• Strong attention to detail and accuracy is critical
• Analytical Attitude- a problem solving approach that gets to the underlying business questions in using a variety of data sources
• Partner Partnership - analytical resourcefulness and leadership, coupled with proven cross-functional partnership. Comfortable creating strategic recommendations and obtaining organizational approval at senior levels
• Effective communicator - build and sustain effective communications with other roles involved in the project
• Flexible approach - tailor experienced knowledge to meet specific circumstance

The total cash range for this position in Austin is $82,500 to $115,500. Employees in this role have the potential to increase their pay up to $132,000, which is the top of the range, based on ongoing, demonstrated, and sustained performance in the role

Starting pay for this role will vary based on multiple factors, including location, available budget, and an individual’s knowledge, skills, and experience. Pay ranges may be modified in the future.

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.

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About Expedia Group

Expedia Group (NASDAQ: EXPE) powers travel for everyone, everywhere through our global platform. Driven by the core belief that travel is a force for good, we help people experience the world in new ways and build lasting connections. We provide industry-leading technology solutions to fuel partner growth and success, while facilitating memorable experiences for travelers. 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™.

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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 to 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.