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Resource Planning Manager

United Kingdom - London

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Resource Planning Manager

POSITION OVERVIEW:

The Resource Planning manager, a key role within Expedia for Business Workforce Planning, is responsible for leading a team of Analysts & Coordinators to achieve excellence in short-term forecasting, resource planning, scheduling and real-time adherence in support of our Vacation Rental Service & Operations teams. They will also partner with the internal WFP team, operational stakeholders and outsource vendor counterparts to coordinate the deployment of activities including, but not limited to, maintaining agent schedules, managing shrinkage, achieving service levels goals, real-time monitoring and tracking, and intra-day performance.

ROLE RESPONSIBILITIES:

  • Lead a team of Service Level Coordinators/Resource Planning Analysts; acting as a team subject matter expert, providing mentoring, coaching and knowledge support
  • Review the assigned work and then direct SLC’s to complete assignment using established guidelines, procedures, policies and management guidance
  • Carry out performance evaluations, general monitoring, and evaluation of their direct reports to improve the teams' efficiency and performance
  • Proactively communicate with WFP Leadership on work flow, successes, and opportunities, staffing issues/performance, outages, etc
  • Ensure that interval of day patterns and forecasts are accurate and up to date
  • Utilize trend analysis to proactively identify areas for continued improvement on phone/chat/queue activities. Communicate actionable recommendations to operational management
  • Track and analyze call and case arrival and AHT patterns and ensure agent schedules are optimized to achieve service level goals
  • Oversee creating and managing schedules that optimize staffing to best meet workload patterns inclucing and not limited to managing time off requests, breaks, lunch, meetings, projects, training and work assignment requests
  • Demonstrate your deep understanding of Real-Time Adherence activities: ensuring agents are adhering to their scheduled task(s), monitoring attendance, entering real-time exceptions and schedule updates into WFM tool, etc;
  • Review forecasts & staff plans with managers, supervisors, training and other stakeholders and consult them in planning appropriate time for all offline activities
  • Work with contact center management and recruiting to build plan for hiring/attrition trends
  • Administer the team policies and processes; build and maintain the process documentation in the team knowledge base
  • Lead on daily/weekly capacity optimization meetings
  • 0-15% regional travel may be required
  • Must be able to work flexibile hours, including weekends and public holidays

EXPECTED SKILLS & QUALIFICATIONS:

  • Inquisitive self-starter who can turn vision into results
  • Passion for building and developing a team with a “help the team win” attitude
  • Demonstrated aptitude for business problem identification, pattern recognition, data collection and preparation, and independent problem solving
  • Positive attitude and flexibility when faced with fast-paced, complex challenges
  • Excellent verbal and written communication skills, and ability to comprehensively and clearly present strategic issues and solutions to senior leadership
  • Demonstrated ability to ensure timely task management and delivery

PREFERRED PROFESSIONAL EXPERIENCE

  • Minimum 3-5 year of experience in scheduling, staff planning, scheduling and real-time workforce management, preferably in a multi-lingual call center environment
  • At least 2 years of people management experience
  • Experience using automated call distribution & call management software; solid understanding of telephony, routing, skilling systems and methodologies
  • Advanced Microsoft Office skills (Excel, Word, PowerPoint)
  • Proven capability using a workforce management system (preferably Aspect WFM, with RTA and WFO) to forecast work volume and schedule agents in a contact center
  • Experience managing agent workloads within an omni-channel work delivery platform (preferably Salesforce Service Cloud)
  • Experience working in a multinational and / or virtual office environment preferred

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™.  

© 2021 Expedia, Inc. All rights reserved. Trademarks and logos are the property of their respective owners. CST: 2029030-50

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.
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R-61727

Job Category
Customer Service Group

Job Function
Contact Center Metrics

Locations
United Kingdom - London
Czechia - Prague
Ireland - Dublin

Job Type
Full-Time Regular

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