Associate WFP Analyst
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
#LI-MK1The 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®, 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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