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Resource Planning Analyst

Expedia, Inc. is one of the top consumer e-commerce businesses and the largest online travel service in the world. The Resource Planning Analyst will be an active member of our dynamic, fast paced team based globally across the world. POSITION OVERVIEW: The Resource Planning Analyst is an essential role in the Multi Lingual Contact Center that provides key assistance in the day to day operations. They serve as a point of contact for the contact center leadership team in regards to scheduling, skilling and staff planning. They also work with other analysts in multiple contact centers to coordinate activities of the front line agents and ensure SLAs for all queues are consistently achieved. RESPONSIBILITIES: Ensure that interval of day patterns and forecasts are accurate and up to date Utilize trend analysis to proactively identify areas for continued improvement on phone/queue activities. Communicate actionable recommendations to operational management Track and analyze call arrival and AHT patterns and ensure agent schedules are optimized to achieve service level goals Provide daily staffing requirements to ensure that staffing is optimized to best meet call volume patterns and improve schedule optimization Manage/create schedules that optimize staffing to best meet workload patterns Review forecasts & staff plans with managers, supervisors, training and other stakeholders and consult them in planning appropriate time for all offline activities Work with contact center management and recruiting to build plan for hiring/attrition trends. Report , advise, and educate stakeholders on basic Workforce Planning principles including but not limited to: offline activities, service level goals, utilization, and availability 0-15% regional travel may be required to educate, train, develop and maintain strong relations with teams in our global contact centers Must be able to work flexibile hours, including weekends and public holidays QUALIFICATIONS: Inquisitive self-starter who can turn vision into results Demonstrated aptitude for business problem identification, pattern recognition, data collection and preparation, and independent problem solving Strong attention to detail combined with high-level vision Positive attitude and flexibility when faced with fast-paced, complex challenges Excellent strategic and tactical business 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 WORK EXPERIENCE AND EDUCATION GUIDELINES Bachelor's degree or equivalent work experience Minimum 1 year of experience in an analyst-level resource planning role in a contact center Experience presenting and influencing business stakeholders Proven record of working in cross-functional environment Experience working in an environment focused on continuous improvement Experience using automated call distribution & call management software (preferably Avaya CMS) Advanced Microsoft Office skills (Excel, Word, PowerPoint) Solid understanding of telephony, routing, skilling systems and methodologies Experience using a workforce management system (preferably Aspect eWFM 8.0+, with RTA and eSchedule Planner) to forecast work volume and schedule agents in a contact center Experience with case management software (preferably Experience working in a multinational and / or virtual office environment preferred 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.
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