Workforce Management Manager

Workforce Management Manager

In this role you will lead a team of forecast analysts who are expected to demonstrate a clear understanding of which contact drivers are impacting forecasts and analyze operational execution against plan to assist teams to improve performance. You will also work on end-to-end WFM processes for implementations, assist with maintenance and improvements of workforce management tools, and provide analytical support to the senior leadership team.

What you’ll do:

• Lead a team of forecast analysts managing demand planning efforts across multiple contact & operational center, coaching and developing them to be successful in their roles

• Oversee the creation of contact forecasts and capacity plans, incorporating business initiatives impacting customer contact demand

• Collaborate with both internal resources and outsourced vendor management to confirm that staff schedules and forecast accuracy and delivery meets the needs of the business

• Meet with senior leadership to present key findings, clearly communicate challenges, and offer suggestions for resolution

• Understand the relationship between WFM outputs and company financials and engage with Financial leaders to review cost impacts of proposed plans

• Collaborate within the team to create key performance indicators and metrics; uses dashboards to monitor and assess team performance

• Assess bottlenecks in work processes within teams to streamline and simplify workflow

• Coordinate with team members to execute new ideas or approaches and achieve process improvement goals

• Oversee the presentation of analysis and reporting of key WFM performance indicators, including various adherence reports, targeted service levels, shrinkage and occupancy

• Monitor the team’s tracking and analysis of contact volumes and arrival patterns, identifying trends, managing outliers and assessing forecast accuracy

Who you are:

• 5+ years’ experience in workforce management modeling within a highly complex contact center environment including demand planning and forecasting experience using workforce management software such as Aspect, Calabrio, NICE IEX, Workday HCM, or similar

• Proven knowledge of standard inbound call center methodologies and IP telephony systems

• Expert Microsoft Office skills required, particularly Excel and Power Point, comfortability with Erlang C calculations and interacting with databases preferred

• SQL and other database management or programming skills are a plus

• People Management experience preferred

• Outstanding verbal and written communication skills and ability to present ideas and gain consensus

• Strong problem-solving skills, self-motivation, and the capacity to work under tight deadlines in a fast-paced environment, where multitasking is expected

• Possess a strong intellectual curiosity and demonstrate proven analytical skills with the ability to collect, organize, analyze, and disseminate information with attention to detail and accuracy

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The total cash range for this position in Seattle is $104,000 to $145,500 . Employees in this role have the potential to increase their pay up to $166,500 , which is the top of the range, based on ongoing, demonstrated, and sustained performance in the role.

The total cash range for this position in Austin is $98,500.00 to $138,000.00. Employees in this role have the potential to increase their pay up to $157,500.00, 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.

Expedia iscommittedto creating an inclusive workenvironmentwith a diverse workforce. All qualified applicants will receive consideration for employment without regard to race, color, religion, gender, gender identity or expression, sexual orientation, national origin, genetics, disability, age, or veteran status. This employer participates in E-Verify. The employer will provide the Social Security Administration (SSA) and, if necessary, the Department of Homeland Security (DHS) with information from each new employee's I-9 to confirm work authorization.