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®, 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: 2029030-50Expedia 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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