Resource Planning Analyst

Resource Planning Analyst

Do you have a passion for detail and cross-functional collaboration? Do you delight in trend analysis and exceeding partner expectations?

This is an exciting chance to support forecasts for Expedia Group’s Lodging Partner Services Organization - the team responsible for supporting hotel partners who become part of the Expedia Group marketplace and ensuring their ongoing success.

The Workforce Planning Analyst will track and analyze call arrival and patterns to ensure daily forecasts are accurate and up to date and ensure that staffing is optimized.

What you'll do:

• Manage/create schedules that optimize staffing to best meet workload patterns

• Review forecasts: staff plans with managers, supervisors, training, and other partners and consult them in planning appropriate times for all offline activities

• Utilize trend analysis to actively identify areas for continued improvement on phone/queue activities.

• Communicate actionable recommendations to operational management

• Work with operational management and recruiting to build a plan for hiring/attrition trends.

• Report and advise on offline activities, service level goals, and availability

• Up to 15% of regional travel may be required to educate, train, develop and maintain strong relations with teams in our global contact centers.

• Communicate informed conclusions and recommendations to internal partners

• Develop and maintain strong relations with teams in our global contact centers

Who you are:

• You are an inquisitive self-starter who can turn vision into results

• You demonstrate an aptitude for business problem identification, pattern recognition, data collection and preparation, and independent problem solving

• You have strong attention to detail combined with a high-level vision

• You have a positive attitude and flexibility when faced with fast-paced, complex challenges

• Excellent strategic and execution 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

• You possess a solid understanding of telephony, routing, skilling systems, and methodologies

• You have experience using a workforce management system (preferably Aspect WFM 8.0+, with RTA and schedule Planner) to forecast work volume and schedule agents in a contact center

• You have experience with case management software (preferably salesforce.com)

• You have experience working in a multinational and/or virtual office environment preferred

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The total cash range for this position in Springfield is $49,000.00 to $68,500.00. Employees in this role have the potential to increase their pay up to $78,500.00, which is the top of the range, based on ongoing, demonstrated, and sustained performance in the role.

Starting pay for this role will vary based on multiple factors, including location, available budget, and an individual’s knowledge, skills, and experience. Pay ranges may be modified in the future.

Expedia Group is proud to offer a wide range of benefits to support employees and their families, including medical/dental/vision, paid time off, and an Employee Assistance Program. To fuel each employee’s passion for travel, we offer a wellness & travel reimbursement, travel discounts, and an International Airlines Travel Agent (IATAN) membership.View our full list of benefits.

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.