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Workforce Planning Analyst

4 months ago

Gurugram, India Expedia Group Full time

Workforce Planning Analyst (Gurgaon)


As a Workforce Planning Analyst, you will be responsible for handling performance of products/ queues/ channels and finding improvement opportunities using statistical data mining and visualization techniques. Your role will include collaborating with internal partners. You would work with the teams to analyze forecast variances, finding opportunities to improve operational efficiencies, taking mitigations actions to positively impact customer experience and delivering against high organizational standards. This is a high impact and visibility role with significant interaction with senior leadership and with goals that directly impact the bottom line of the business. Critical thinking skills and logical reasoning abilities are important for being effective in the role.

What you'll do:

  • Real-time monitoring of critical business operations and performance indicators at an interval/ daily/ weekly/monthly level- call volumes, average handle times, queue time, call center agent availability, call center service level adherence. Quickly responding to any issues encountered in delivering expected performance

  • Analyze for potential risks in staffing levels and develop/implement plans to aid the operation in mitigating the risks as needed

  • Produce what-if scenarios to assist with business cases and to aid managerial decision making

  • Develop Partners’ capacity review mechanisms to highlight roadblocks/changes in the plan along with impact on operations. Work across Partner sites to balance workload

  • Gather and analyze data to identify trends and patterns. Make recommendations to reduce workload and improve productivity for Partner teams. Supervise and track the results of recommendations

  • Use system reporting tools to analyze current business processes and to support continuous process improvements

  • Present results back to the business in a structured, data-driven manner - simplifying complicated concepts

  • Process daily and intraday requests for configuration and provisioning changes to our internal customers

Who you are:

  • Proven experience of producing accurate workload models using statistical techniques

  • Experience of extracting and analyzing complex data from multiple sources

  • Adept at conducting analysis, drawing out business insights from that analysis and presenting findings and recommendations persuasively

  • Experience in report production, communicating data in a meaningful format to various stakeholders, articulating requirements, expectations and desired outcomes

  • Experience influencing partners to effectively manage as per provided recommendations

  • Proven track record of crafting strong relationships with operations and support teams, finance managers and business intelligence analysts

  • The ability to clearly present ideas and theories to operations and managerial staff

  • Proactive and able to work independently

  • Strong attention to detail and accuracy is critical

  • Analytical Attitude- a problem solving approach that gets to the underlying business questions in using a variety of data sources

  • Partner Partnership - analytical resourcefulness and leadership, coupled with proven cross-functional partnership. Comfortable creating strategic recommendations and obtaining organizational approval at senior levels

  • Effective communicator - build and sustain effective communications with other roles involved in the project

  • Flexible approach - tailor experienced knowledge to meet specific circumstance

  • Bachelor’s or Master's degree in Economics/Business Management or in a related field; or equivalent related professional experience

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

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