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Sr. Manager, Workforce Planning

United States - Washington - Seattle


Sr. Manager, Workforce Planning

The future of travel depends on delivering an intuitive and low-effort customer service experience. The best customer service outcome is no servicing required at all, followed by simple self-serve capabilities, and lastly an effortless interaction with a trusted travel advisor. You will guide a team that is integral to our operations and strategy team, by ensuring that we have the right balance of supply versus demand. This team will understand downstream impacts and communicate upwards potential implications of feature impacts through data analysis.

Problem-solving and focusing on continuous improvement are key to our success! Data & Analytics are the keys to unlocking opportunities and driving the right decisions. Are you looking to join a forward-thinking team of customer service professionals who are looking to radically alter our approach to customer service in a collaborative team environment?

What you’ll do:

Lead a globally diverse team passionate about delivering an exceptional customer experience by ensuring our customer’s needs are met in a timely fashion. You’ll be responsible for the delivery of our agent staffing forecast and ensure that our results are met and communicated across multiple organizations.

  • You will ensure Analysts are effectively performing real-time monitoring of critical business operations and performance indicators:  call volumes, average handle times, queue time, call center agent availability, call center service level adherence.

  • Build and maintain global monitoring and contact center performance standards

  • Monitor world events for crisis situations that may impact the business. Gather information on these events, run impact reports, create communications to inform the business of these events, and take proactive actions.

  • Conduct trend analysis of service level performance and business activities to anticipate and recommend changes in daily and short-term strategy to key stakeholders.

  • Identify possible performance gaps in the near term, facilitate root cause identification and corrective action by partnering with key stakeholders.

  • Collaborate with key stakeholders to identify cost-saving opportunities.

  • Partner with Workforce Planning team to ensure planned staffing and call routing strategies are implemented and recommend changes to improve the planning processes based on actual performance results.

  • Responsible for hiring of new staff, performance management, and professional development and growth.

Who you are?

You are interested in data and fact-finding. You can identify patterns and explain the root cause. You use data & analytics to know who our customers are, what they are doing, and where they prefer to engage us. You recognize the importance of partnership and working as a unit. You can communicate at a high level across multiple levels and divisions both written and verbally.

  • You possess a strong understanding of contact center operations and workforce management concepts, including experience with outsourced contact centers and contact center processes.

  • You are a solutions-oriented individual who understands how to effectively manage multiple teams in different geographic locations.

  • Proven experience leading cross-functional teams in high-volume, fast-paced environments with high degrees of change. 

  • Ability to effectively interact with employees at all levels of the organization and work with a variety of people from different backgrounds.

  • Ability to effectively handle multiple, simultaneous projects, problems, or tasks with critical deadlines and produce quality results.

  • Ability to collaborate and influence (managers and above).

  • Requires analytical skills, solid mathematics, and problem-solving backgrounds, proficiency in Microsoft Excel, Word, Access, Windows operating systems.

Work Experience and Education Guidelines:

  • Bachelor’s Degree in computer science, statistics, mathematics, finance, general business, accounting; or Equivalent related professional experience

  • 8+ years of contact center operations management or strong work experience in an operational or analytics role


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®, 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, 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.

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Job Category
Customer Service Group

Job Function
Contact Center Metrics

United States - Washington - Seattle
United States - Texas - Austin
United States - Texas - Dallas
United States - Illinois - Chicago

Job Type
Full-Time Regular

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