Scheduling AnalystThe Workforce Planning Team supports a broad range of organizations within Expedia Group. Our mission is to accurately predict incoming work and provide business partners with staffing guidelines so that teams are appropriately sized and scheduled to ensure timely resolution of our partners' requests. The Scheduling Analyst is an essential role in the Service Operations Multi-Lingual Contact Centers that provides key assistance in day-to-day operations. They serve as the main point of contact for the center leadership team regarding skilling and staff planning. They also work with the scheduling analysts across the global network to coordinate activities of the front-line associates and ensure SLAs for all queues are consistently achieved. What you'll do:Develop and maintain strong relations with teams in our global contact centersReview schedule requirements at the weekly, daily & intraday levelsEnsure associates maintain an acceptable level of schedule adherenceTrack and analyze work arrival and AHT patterns and ensure the workforce is optimized to achieve service level goalsSupport real-time updates of skilling and agent task assignment to balance service levels across all queuesDaily, 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 human resources and technology teamsTrack and provide trend analysis regarding off phone/queue activitiesIdentify areas for continued improvement in agent performance and aid in implementation of initiativesCommunicate informed conclusions and recommendations to Manager and Sr Analysts that are tailored to the needs and requirements of the audienceWho you are:Bachelor's degree or Equivalent related professional experienceMust be available to work a flexible schedule, including weekends and holidaysInquisitive self-starter who can turn vision into resultsDemonstrated aptitude for business problem identification, pattern recognition, data collection and preparation, and independent problem solvingStrong attention to detail combined with high-level visionPositive attitude and flexibility when faced with fast-paced, complex challengesExcellent tactical business skills and a passion for using data to drive better decision makingDemonstrated ability to effectively communicate with diverse work groupsProven skills at cultivating strong working relationships and working well within a teamExcellent verbal and written communication skillsDemonstrated ability to ensure timely task management and deliveryExperience working with data in a contact center environmentExperience working in an environment focused on continuous improvementIntermediate Microsoft Office skills (Excel, Word, PowerPoint)Solid understanding of telephony, routing, skilling systems and methodologies preferredExperience using a workforce management system (preferably Aspect eWFM 8. 0+, with RTA and eSchedule Planner) to forecast call volume and schedule agents in a call center environment preferredExperience with case management software (preferably salesforce.com)Experience working in a multinational and / or virtual office environment preferredExperience using automated call distribution & call management software preferred (Avaya CMS or similar)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®, Egencia®, trivago®, Orbitz®, Travelocity®, Hotwire®, Wotif®, ebookers®, CheapTickets®, Expedia Group™ Media Solutions, Expedia Local Expert®, CarRentals.com™, and Expedia Cruises™. © 2021 Expedia, Inc. All rights reserved. Trademarks and logos are the property of their respective owners. CST: 2029030-50Expedia 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. This employer is a corporate member of myGwork, the business community for LGBTQ+ professionals, students, inclusive employers & anyone who believes in workplace equality.
Madrid, Community of Madrid, ES
|Puesto de trabajo:||Scheduling Analyst|
|Añadido el:||14. 10. 2021
Puesto de trabajo activo
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