Associate Manager, Workforce PlanningAre you looking to play an essential role in a Multi-Lingual Contact Center that provides key assistance in the day-to-day operations?As a Associate Manager in Workforce Planning at Expedia Group, you'll serve as the first point of contact for the contact centre leadership team regarding scheduling, skilling and staff planning. Leading a team of analyst, you'll manage multiple tasks and projects simultaneously, establish priorities and own deliverables end to end. You will partner with other members of our global contact centres to coordinate the activities of front-line agents and ensure SLAs for all queues are consistently achieved. Your work will be both autonomous and collaborative, as you will partner with team members and cultivate strong relationships with stakeholders and leaders of Expedia's Global Contact Centres.What you'll do:Ensure that day of the week, week of year, the interval of day patterns and forecasts are accurate and up to dateTrack and analyze call arrival and AHT patterns and ensure agent schedules are optimized to achieve service level goalsProvide daily staffing requirements to ensure that staffing is optimized to best meet call volume patterns and improve schedule optimizationOversee the entire schedule bidding process; create new schedules or schedule changes that optimize staffing to best meet workload patternsReview forecasts & staff plans with managers, supervisors, training and other stakeholders and consult them in planning appropriate time for all offline activitiesConsult with center leadership and perform real-time updates of skilling and agent task assignment to balance service levels across all queuesAnalyze forecasts, communicate changes and performance and provide guidance to assist the management team in meeting daily/weekly goalsDaily, weekly and monthly administration of tracking & reporting tools to ensure that all employee records are up to dateMaintain accurate employee records (hire date, skills, termination, etc.) and perform updates in coordination with training and HR and technology teamsTrack and provide trend analysis regarding off-phone/queue activitiesIdentify areas for continued improvement in agent performance and aid in the implementation of initiativesWho you are:At least 5 years of experience in an analyst-level workforce planning role in a multi-lingual call centreExperience using automated call distribution & call management software (preferably Avaya CMS)Outstanding analytical skills and ability to identify and communicate trends and patterns in dataExperience as a people manager (preferable)Advanced Microsoft Office skills (Excel, Word, PowerPoint)Solid understanding of telephony, routing, skilling systems and methodologiesSolid decision-making ability and ability to work independentlyAbility to collaborate and influence (managers and above) . Leadership experienceExperience using a workforce management system (preferably Aspect eWFM 7.0+, with RTA and eSchedule Planner) to forecast call volume and schedule agents in a call centre environment
