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Resource Planning Analyst
Expedia Group
Place of work
Corso Court, Křižíkova 682/34a, 186 00 Praha 8, Prague
Corso Court, Křižíkova 682/34a, 186 00 Praha 8, Prague
Contract type
full-time
full-time
Information about the position
Job description, responsibilities and duties
TEAM OVERVIEW:
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.
POSITION OVERVIEW:
The Resource Planning Analyst is an essential role in the Multi Lingual Contact Center that provides key assistance in the day to day operations. They serve as a point of contact for the contact center leadership team in regards to scheduling, skilling and staff planning. They also work with other analysts in multiple contact centers to coordinate activities of the front line agents and ensure SLAs for all queues are consistently achieved.
RESPONSIBILITIES:
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/queue activities. Communicate actionable recommendations to operational management
Track and analyze call arrival and AHT patterns and ensure agent schedules are optimized to achieve service level goals
Provide daily staffing requirements to ensure that staffing is optimized to best meet call volume patterns and improve schedule optimization
Manage/create schedules that optimize staffing to best meet workload patterns
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.
Report, advise, and educate stakeholders on basic Workforce Planning principles including but not limited to: offline activities, service level goals, utilization, and availability
0-15% regional travel may be required to educate, train, develop and maintain strong relations with teams in our global contact centers
Must be able to work flexibile hours, including weekends and public holidays
QUALIFICATIONS:
Inquisitive self-starter who can turn vision into results
Demonstrated aptitude for business problem identification, pattern recognition, data collection and preparation, and independent problem solving
Strong attention to detail combined with high-level vision
Positive attitude and flexibility when faced with fast-paced, complex challenges
Excellent strategic and tactical business skills and a passion for using data to drive better decision making
Demonstrated ability to effectively communicate with diverse work groups
Proven skills at cultivating strong working relationships and working well within a team to learn and share knowledge
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
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.
POSITION OVERVIEW:
The Resource Planning Analyst is an essential role in the Multi Lingual Contact Center that provides key assistance in the day to day operations. They serve as a point of contact for the contact center leadership team in regards to scheduling, skilling and staff planning. They also work with other analysts in multiple contact centers to coordinate activities of the front line agents and ensure SLAs for all queues are consistently achieved.
RESPONSIBILITIES:
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/queue activities. Communicate actionable recommendations to operational management
Track and analyze call arrival and AHT patterns and ensure agent schedules are optimized to achieve service level goals
Provide daily staffing requirements to ensure that staffing is optimized to best meet call volume patterns and improve schedule optimization
Manage/create schedules that optimize staffing to best meet workload patterns
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.
Report, advise, and educate stakeholders on basic Workforce Planning principles including but not limited to: offline activities, service level goals, utilization, and availability
0-15% regional travel may be required to educate, train, develop and maintain strong relations with teams in our global contact centers
Must be able to work flexibile hours, including weekends and public holidays
QUALIFICATIONS:
Inquisitive self-starter who can turn vision into results
Demonstrated aptitude for business problem identification, pattern recognition, data collection and preparation, and independent problem solving
Strong attention to detail combined with high-level vision
Positive attitude and flexibility when faced with fast-paced, complex challenges
Excellent strategic and tactical business skills and a passion for using data to drive better decision making
Demonstrated ability to effectively communicate with diverse work groups
Proven skills at cultivating strong working relationships and working well within a team to learn and share knowledge
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
Employee perks, benefits
Competitive salary, permanent contract
Bonus scheme
5 weeks holiday
New offices in the center of Prague
Career opportunities
International environment
Healthcare, Private Medical Care
Life insurance
Pension Plan
Wellness and Fitness Reimbursement
Meal Vouchers
Travel Discounts, Travel Allowance
Public Transport Support – yearly transportation pass for free
Service Award Program
Bonus scheme
5 weeks holiday
New offices in the center of Prague
Career opportunities
International environment
Healthcare, Private Medical Care
Life insurance
Pension Plan
Wellness and Fitness Reimbursement
Meal Vouchers
Travel Discounts, Travel Allowance
Public Transport Support – yearly transportation pass for free
Service Award Program
Requirements for the employee
Candidates with education suit the position
University education (Bachelor's degree)
University education (Master's degree)
University education (Master's degree)
Language skills
English - Advanced (C1)
Personality requirements and skills
Bachelor's degree or equivalent work experience
Minimum 1 year of experience in an analyst-level resource planning role in a contact center
Experience presenting and influencing business stakeholders
Proven record of working in cross-functional environment
Experience working in an environment focused on continuous improvement
Experience using automated call distribution & call management software (preferably Avaya CMS)
Advanced Microsoft Office skills (Excel, Word, PowerPoint)
Solid understanding of telephony, routing, skilling systems and methodologies
Experience using a workforce management system (preferably Aspect eWFM 8.0+, with RTA and eSchedule Planner) to forecast work volume and schedule agents in a contact center
Experience with case management software (preferably salesforce.com)
Experience working in a multinational and / or virtual office environment preferred
Minimum 1 year of experience in an analyst-level resource planning role in a contact center
Experience presenting and influencing business stakeholders
Proven record of working in cross-functional environment
Experience working in an environment focused on continuous improvement
Experience using automated call distribution & call management software (preferably Avaya CMS)
Advanced Microsoft Office skills (Excel, Word, PowerPoint)
Solid understanding of telephony, routing, skilling systems and methodologies
Experience using a workforce management system (preferably Aspect eWFM 8.0+, with RTA and eSchedule Planner) to forecast work volume and schedule agents in a contact center
Experience with case management software (preferably salesforce.com)
Experience working in a multinational and / or virtual office environment preferred
Advertiser
Brief description of the company
Expedia Group recognizes our success is dependent on the success of our people. We are the world's travel platform, made up of the most knowledgeable, passionate, and creative people in our business. Our brands recognize the power of travel to break down barriers and make people's lives better – that responsibility inspires us to be the place where exceptional people want to do their best work, and to provide them to tools to do so.
Whether you're applying to work in engineering or customer support, marketing or lodging supply, at Expedia Group we act as one team, working towards a common goal; to bring the world within reach. We relentlessly strive for better, but not at the cost of the customer. We act with humility and optimism, respecting ideas big and small. We value diversity and voices of all volumes. We are a global organization but keep our feet on the ground so we can act fast and stay simple. Our teams also have the chance to give back on a local level and make a difference through our corporate social responsibility program, Expedia Cares.
Our family of travel brands includes: Brand Expedia®, Hotels.com®, Expedia® Partner Solutions, Egencia®, trivago®, HomeAway®, Orbitz®, Travelocity®, Wotif®, lastminute.com.au®, ebookers®, CheapTickets®, Hotwire®, Classic Vacations®, Expedia® Media Solutions, CarRentals.com™, Expedia Local Expert®, Expedia® CruiseShipCenters®, SilverRail Technologies, Inc., ALICE and Traveldoo®.
We are an equal opportunity employer and value diversity at our company. We do not discriminate on the basis of race, religion, color, national origin, gender, sexual orientation, age, marital status, veteran status, or disability status.
Whether you're applying to work in engineering or customer support, marketing or lodging supply, at Expedia Group we act as one team, working towards a common goal; to bring the world within reach. We relentlessly strive for better, but not at the cost of the customer. We act with humility and optimism, respecting ideas big and small. We value diversity and voices of all volumes. We are a global organization but keep our feet on the ground so we can act fast and stay simple. Our teams also have the chance to give back on a local level and make a difference through our corporate social responsibility program, Expedia Cares.
Our family of travel brands includes: Brand Expedia®, Hotels.com®, Expedia® Partner Solutions, Egencia®, trivago®, HomeAway®, Orbitz®, Travelocity®, Wotif®, lastminute.com.au®, ebookers®, CheapTickets®, Hotwire®, Classic Vacations®, Expedia® Media Solutions, CarRentals.com™, Expedia Local Expert®, Expedia® CruiseShipCenters®, SilverRail Technologies, Inc., ALICE and Traveldoo®.
We are an equal opportunity employer and value diversity at our company. We do not discriminate on the basis of race, religion, color, national origin, gender, sexual orientation, age, marital status, veteran status, or disability status.
Number of employees
1000 and more employees
ID: 3343209
Datum zveřejnění: 23.3.2018
2018-03-23
lokalita: Prague Pozice: Reporting Specialist Společnost: Expedia Group