Resource Planning Analyst
Location: Springfield, Missouri
Job Type: Full time
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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
#LI-LM1The 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.
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®, Hotels.com®, Expedia® Partner Solutions, Vrbo®, trivago®, Orbitz®, Travelocity®, Hotwire®, Wotif®, ebookers®, CheapTickets®, Expedia Group™ Media Solutions, Expedia Local Expert®, CarRentals.com™, and Expedia Cruises™.
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Employment opportunities and job offers at Expedia Group will always come from Expedia Group’s Talent Acquisition and hiring teams. Never provide sensitive, personal information to someone unless you’re confident who the recipient is. Expedia Group does not extend job offers via email or any other messaging tools to individuals to whom we have not made prior contact. Our email domain is @expediagroup.com. The official website to find and apply for job openings at Expedia Group is careers.expediagroup.com/jobs.