Manager II, Workforce Planning

Expedia Group brands power global travel for everyone, everywhere. We design cutting-edge tech to make travel smoother and more memorable, and we create groundbreaking solutions for our partners. Our diverse, vibrant, and welcoming community is essential in driving our success.

Why Join Us?

To shape the future of travel, people must come first. Guided by our Values and Leadership Agreements, we foster an open culture where everyone belongs, differences are celebrated and know that when one of us wins, we all win.

We provide a full benefits package, including exciting travel perks, generous time-off, parental leave, a flexible work model (with some pretty cool offices), and career development resources, all to fuel our employees' passion for travel and ensure a rewarding career journey. We’re building a more open world. Join us.

Manager II, Workforce Planning

We are seeking an experienced and strategic Workforce Planning Manager to oversee day-to-day operations within our call centers. This role is critical in ensuring optimal staffing levels, meeting service metric goals, and driving operational efficiencies. You will establish policies, procedures, strategies, and tactics that align with company objectives, enhance customer satisfaction, and support business growth.

As the Workforce Planning Manager, you will be responsible for hiring, training, coaching, and developing a team of Workforce Analysts while also serving as a subject matter expert and backup for core workforce management functions. Your expertise in forecasting, capacity planning, scheduling, and real-time management will be key in driving efficiency, reducing costs, and improving service levels across our customer support operations.

This role requires strong analytical abilities, problem-solving skills, and collaboration with multiple stakeholders to identify risks, develop action plans, and implement best-in-class workforce management strategies.

What you'll do:

• You will manage the Workforce Management Analysts and their activities that supports the call center, such as reporting, intraday, resource load balancing, agent scheduling, staff productivity, call routing monitoring, and trends

• Lead strategy plans and partner with Call Center Managers to create staffing models, to ensure staff is at an optimal level

• Monitor resource load balancing opportunities to ensure efficient coverage in each queue to improve service level metrics

• Generate root-cause analysis and recommended Performance Guarantee (PG) recovery plans to help ensure performance goals are met

• Discuss performance strategies defining proactive action plans and provide strategic insight recommendations to achieve metric goals

• Make WFM decisions autonomously with little direction to identify and solve complex problems

• Analyze, interpret and summarize complex data as it relates to contact center technologies

• Provide solutions through statistical reports and presentations to the leadership team

• Provide data validation, create reports, and build and maintain dashboards

• Drive operational efficiency and quality improvement initiatives

• Analyze workflow and staffing work assignments to ensure operational benchmarks are met

• Identify, document and report phone or system issues as they impact the department. Partner with Telecom and IT for quick resolution

• Track all the system and network down time

• Assess call routing flow and queue priority needs to identify any opportunities to optimize production

• Create staffing models for each line of business and setup cross-training when needed

• Assist in achieving service level agreements and service score targets set by the department

• Review contact center trends, including call volume, cyclical patterns, regular call patterns, staff productivity, attrition rates, and resource allocation to maintain appropriate staffing levels

• Create and execute process improvement policies and procedures that impact the call center. Lead analysis on metrics to identify patterns and trends in the data and make recommendations to improve business conditions. Month-over-month data assessment by queue for adjustment opportunity

• Adjust PTO allotments for each scheduling unit as needed

• Support contact center management and staff with ad-hoc requests

• Provide queue and staffing performance metrics and broader analysis on trends for the department to key stakeholders; dashboards, reports and ad hoc report requests

• Perform other duties as assigned

Who you are:

• 8+ years of workforce management experience, with at least 5 years leading a real-time management (RTM) team

• Expertise in workforce management software, scheduling tools, and contact center applications

• Strong analytical and problem-solving skills, presentation skills, with the ability to interpret complex data and develop actionable solutions

• Proven experience in leading and developing high-performing teams in a fast-paced call center environment

• Ability to translate data insights into strategic recommendations and communicate them effectively to stakeholders

• Solid understanding of call center operations, forecasting methodologies, and scheduling best practices

• Highly organized with strong time management skills, capable of handling multiple priorities simultaneously

• Proficiency in WFM tools, reporting dashboards, and data visualization to track and enhance workforce efficiency

Accommodation requests

If you need assistance with any part of the application or recruiting process due to a disability, or other physical or mental health conditions, please reach out to our Recruiting Accommodations Team through the Accommodation Request.

We are proud to be named as a Best Place to Work on Glassdoor in 2024 and be recognized for award-winning culture by organizations like Forbes, TIME, Disability:IN, and others.

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™. © 2024 Expedia, Inc. All rights reserved. Trademarks and logos are the property of their respective owners. CST: 2029030-50

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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, religion, gender, sexual orientation, national origin, disability or age.