Associate WFP Analyst

Expedia Group

Location: Austin, Texas

Job Type: Full time


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Associate WFP Analyst

Vrbo, part of the Expedia group, is currently looking for an individual to join our Americas Service Level team as a Service Level Coordinator within the Customer Experience Department who will be pivotal to ensure our growth and success.

Do you possess a strong knowledge of call center contact volume, real time intra-day management, and handling contact center agent scheduling? Do you excel in managing workforce schedules and real-time monitoring multi-skill agent activity? Do you consider yourself a self-motivated, creative, detail-oriented, analytical, problem-solving contributor who is able to work with minimal supervision? Do you pride yourself in excellent interpersonal and communication skills, strive within a team, and have top-notch time management abilities?

What you'll do:

  • Works on problems of diverse scope where analysis of data requires evaluation of identifiable factors

  • Act as an information source for agents' questions pertaining to Scheduling and Queue Management

  • Work directly with the Customer Experience Operations to identify and implement a consistent level of service that meets or exceeds our department goals

  • Compile/send daily and weekly performance status and other required reports as directed by ASLT leadership

  • Communicate solutions, successes, and opportunities to the ASLT leadership and appropriate stakeholders

  • Monitor real-time activity of agents, agent occupancy, agent utilization, forecasting accuracy by interval, and maintaining service level in a multi-site and queue environment and with outsource business partners

  • Send CS tool/site outage notifications to key stakeholders, and send updates as needed in collaboration with the global SLCs

  • Assist in administration of Contact Center scheduling including but not limited to; shift adjustments/changes, new hire preparations, terminations

  • Demonstrate your deep understanding of Real-Time Adherence statistics: helping to ensure agents are on their scheduled task(s) and monitoring breaks/lunches. Monitor sick calls/tardiness, etc., entering real-time exceptions in WFM tool (Absence, Tardiness, Leave Early, Meetings, Overtime, Etc.)

  • Maintain a direct partnership with vendor managers and outsource counterparts.

  • If applicable to the specific region,

    • Any administrative task not linked with Service Level Delivery

    • Off-shore schedule adjustments for pay-per-contact or productive hour model sites

    • Create/amend supervisor/team manager schedules when working across 7 days

Who You Are:

  • S3 Level Position

  • Regular, punctual, and consistent attendance

  • Proficiency with Microsoft Office Suite, particularly Excel

  • Strong time management and judgement skills

  • Takes initiative and handles simultaneous tasks while working under minimal supervision.

  • Strong attention to detail and accuracy required

  • Possess strong organizational and prioritization skills

  • Experience working with multiple groups toward a common goal

  • Ability to exercise creative problem-solving techniques

  • Excellent verbal and written communication skills. This includes the ability to communicate professionally, effectively, thoughtfully, and courteously

  • Ability to work flexible hours and be available as required by business operations

  • High school diploma, GED or Bachelor's degree in a related technical field; or equivalent related professional experience

  • Two years’ experience in workforce management, preferably in a multi call center environment

  • Experience with workforce management software


The total cash range for this position in Austin is $42,000.00 to $58,500.00. Employees in this role have the potential to increase their pay up to $67,000.00, 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®,®, Expedia® Partner Solutions, Vrbo®, trivago®, Orbitz®, Travelocity®, Hotwire®, Wotif®, ebookers®, CheapTickets®, Expedia Group™ Media Solutions, Expedia Local Expert®,™, 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 The official website to find and apply for job openings at Expedia Group is

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.
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