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Associate Manager, Workforce Planning

Are you looking to play an essential role in a Multi-Lingual Contact Center that provides key assistance in the day-to-day operations?

As a Associate Manager in Workforce Planning at Expedia Group, you'll serve as the first point of contact for the contact centre leadership team regarding scheduling, skilling and staff planning. Leading a team of analyst, you’ll manage multiple tasks and projects simultaneously, establish priorities and own deliverables end to end. You will partner with other members of our global contact centres to coordinate the activities of front-line agents and ensure SLAs for all queues are consistently achieved. Your work will be both autonomous and collaborative, as you will partner with team members and cultivate strong relationships with stakeholders and leaders of Expedia's Global Contact Centres.

What you'll do:

• Ensure that day of the week, week of year, the interval of day patterns and forecasts are accurate and up to date
• Track and analyze call arrival and AHT patterns and ensure agent schedules are optimized to achieve service level goals
• Provide daily staffing requirements to ensure that staffing is optimized to best meet call volume patterns and improve schedule optimization
• Oversee the entire schedule bidding process; create new schedules or schedule changes that optimize staffing to best meet workload patterns
• Review forecasts & staff plans with managers, supervisors, training and other stakeholders and consult them in planning appropriate time for all offline activities
• Consult with center leadership and perform real-time updates of skilling and agent task assignment to balance service levels across all queues
• Analyze forecasts, communicate changes and performance and provide guidance to assist the management team in meeting daily/weekly goals
• Daily, weekly and monthly administration of tracking & reporting tools to ensure that all employee records are up to date
• Maintain accurate employee records (hire date, skills, termination, etc.) and perform updates in coordination with training and HR and technology teams
• Track and provide trend analysis regarding off-phone/queue activities
• Identify areas for continued improvement in agent performance and aid in the implementation of initiatives

Who you are:

• At least 5 years of experience in an analyst-level workforce planning role in a multi-lingual call centre
• Experience using automated call distribution & call management software (preferably Avaya CMS)
• Outstanding analytical skills and ability to identify and communicate trends and patterns in data
• Experience as a people manager (preferable)
• Advanced Microsoft Office skills (Excel, Word, PowerPoint)
• Solid understanding of telephony, routing, skilling systems and methodologies
• Solid decision-making ability and ability to work independently
• Ability to collaborate and influence (managers and above) . Leadership experience
• Experience using a workforce management system (preferably Aspect eWFM 7.0+, with RTA and eSchedule Planner) to forecast call volume and schedule agents in a call centre environment
• Experience with case management software (preferably salesforce.com)
  

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®, Egencia®, trivago®, Orbitz®, Travelocity®, Hotwire®, Wotif®, ebookers®, CheapTickets®, Expedia Group™ Media Solutions, Expedia Local Expert®, CarRentals.com™, and Expedia Cruises™.

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.

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.