Senior Workforce Planning Analyst

5 months ago

Gurugram, India Expedia Group Full time

Senior Workforce Planning Analyst (Forecasting)

Passionate about a rare opportunity to help craft the future of customer service in travel?  Expedia Group is one of the top consumer e-commerce businesses and the largest online travel service in the world.    

We are searching for an experienced analyst to join our Traveler and Partner Service Platform team.  This key position will be responsible for providing Workforce Management (WFM) forecasts and staffing requirements globally for various segments of our large operations.   In this role you will partner with internal and external operational management to calculate the correct resourcing needed to meet contact demand from our travelers and/or partners.   You will be focused on accurately predicting volume and staffing requirements, gathering and validating data to provide an analytical strategy to meet objectives, as well making appropriate recommendations to leadership to improve business planning. The role will also be required to evaluate scenarios to solve unique business problems through various modeling techniques.  We are searching for someone who has experience in call center workforce planning and can ramp up quickly with a playbook for improved operational performance.

What you’ll do:

  • Provide demand planning across multiple contact and operations centers, delivering accurate and timely forecasts that will be used for short-term operational execution and long-term budget planning
  • Track and analyze contact volumes and arrival patterns, handle times, occupancy, shrinkage and other relevant data to develop and maintain forecast models of workload, effort and capacity requirements to support service level targets
  • Identify and analyze contact drivers and source relevant data to help make informed decisions on future forecasts
  • Incorporate into forecasts any business initiatives impacting customer contact demand or resource allocation
  • Identify anomalies and maintain historical data hygiene
  • Proactively adjust forecast models to account for changes in business processes, metrics, org design, external drivers, etc, measuring the impact of change through data and presenting recommendations both in verbal and written formats
  • Assist with creation of forecast reviews and presentations as needed by team management
  • Support weekly, monthly and/or quarterly reviews covering operational metrics and resourcing, including performance against stated objectives, observed trends, and changes recommended, including both operational and financial changes and impacts
  • Drive continuous process improvements across the planning of workload and requirements for procurement of call center staffing
  • Analyze data to identify trends and/or patterns or solve business problems, and make recommendations as appropriate to improve service delivery, and/or reduce workload and improve productivity for stakeholder teams. 
  • Monitor and track the results of recommendations and communicate to leaders and stakeholders accordingly, presenting key findings, clearly communicating challenges and offering suggestions for resolution
  • Collaborate with internal operations, vendor management and external vendors to ensure alignment on resource planning expectations and changes in requirements
  • Work collaboratively with stakeholders to gain a profound knowledge of workstreams and performance metrics and share findings and observations
  • Influence stakeholders' decision making by providing forecast expertise to ensure wider objectives are met

Who you are:

  • Bachelor's degree or equivalent, preferably in Mathematics, Business, Economics, Engineering, Data Science or similar
  • 3+ years in contact center workforce planning roles or strong work experience in an operational or financial analysis role with an emphasis in forecasting and/or modeling
  • Proven experience in conducting analysis and managing initiatives for change in an operational environment, especially a complex contact center environment (multi channel, multi site, large scale)
  • Advanced Microsoft Excel skills required, including macros, pivots, interacting with databases, and manipulating large data sets
  • Experience in use of additional complex analytical tools, eg, database querying (SQL), relational databases, Business Objects, Salesforce, Tableau, SAS, etc.
  • Experience using workforce management software (eg Aspect, Nice, Calabrio, etc)
  • Experience with AI or Machine Learning capabilities an advantage
  • Proven knowledge of standard inbound call center methodologies and metrics
  • Demonstrated understanding of financial and operational forecasting / planning processes
  • Experience producing meaningful presentations and reports
  • You possess excellent interpersonal skills and have demonstrated the ability to work with all levels of management, across different organizations
  • You are an excellent verbal and written communicator with the ability to present ideas clearly and gain consensus with senior leaders
  • You possess a strong intellectual curiosity and demonstrate proven analytical skills with the ability to collect, organize, analyze, and disseminate information with attention to detail and accuracy
  • You are a self-starter who can work independently to turn vision into results
  • You have a passion for using data to drive better decision making
  • You have a growth mindset and are both flexible and pragmatic when faced with complex challenges
  • You are comfortable working with people in multiple countries and time zones and in a hybrid work environment
  • You are extremely well organized with the ability to work on and manage multiple projects at the same time and within tight timelines
  • You have a passion for innovation and continuous improvement
  • You have proven skills for business problem identification, pattern recognition, data collection and preparation, and independent problem solving

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