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Resource Planning Analyst

Czechia - Prague


The Resource Planning Analyst

Expedia, Inc. is one of the top consumer e-commerce businesses and the largest online travel service in the world. The Resource Planning Analyst will be an active member of our dynamic, fast-paced team based globally across the world. 

The Resource Planning Analyst is an essential role that provides key assistance in the day to day operations. They serve as a point of contact for the leadership team in regards to scheduling, skilling and staff planning. They also work with other analysts to coordinate activities of the front line agents and ensure metrics for all queues are consistently achieved. 

Resource Planning Analyst, Workforce Planning and Analysis 

What you will do/roles & responsibilities: 

  • Monitor queues, capacity, analyze arrival and AHT patterns, and ensure intraday forecasts are accurate. 

  • Adjust agent skilling to coincide with queue requirements. 

  • Determine when bulk pass criteria for Risk Ops queue are met. 

  • Alert appropriate support teams related to anomalous queue activity or system issues preventing normal queue functionality. 

  • Utilize trend analysis to proactively identify areas for continued improvement and to ensure that schedules are optimized to workload forecasts. 

  • Report on and make recommendations for offline activities, service level goals, and availability. 

  • Collaborate with management and recruiting to build a plan for hiring/attrition trends. 

Who you are: 

  • Inquisitive self-starter who can turn vision into results 

  • Possess a demonstrated aptitude for business problem identification, pattern recognition, data collection and preparation, and independent problem solving 

  • Have strong attention to detail combined with a high-level vision 

  • Positive demeanor and flexibility when faced with fast-paced, complex challenges 

  • Excellent strategic business skills and tenacity for using data to drive better decision making 

  • Proven capability of effectively communicating within diverse workgroups; cultivating strong working relationships within a team to learn and share knowledge 

  • Excellent verbal and written communication skills, and the ability to comprehensively and clearly present strategic issues and solutions to senior leadership 

  • Demonstrated consistency in timely task management and delivery 

  • Experience focused on continuous improvement 

  • Bachelor's degree or equivalent work experience 

  • Minimum 1 year of experience in an analyst-level resource planning role in a contact center or back-office environment 

  • Advanced Microsoft Office skills (Excel, Word, PowerPoint) 

  • Solid knowledge of telephony, routing, skilling systems, and methodologies 

  • Experience using a workforce management system such as Aspect eWFM 8.0+, with RTA and eSchedule Planner to forecast work volume and schedule agents 

  • Experience 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®,®, Expedia® Partner Solutions, Vrbo®, Egencia®, trivago®, Orbitz®, Travelocity®, Hotwire®, Wotif®, ebookers®, CheapTickets®, Expedia Group™ Media Solutions, Expedia Local Expert®,™, 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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Job Category
Customer Service Group

Job Function
Contact Center Metrics

Czechia - Prague

Job Type
Full-Time Regular

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