Job Description

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 global hybrid work setup (with some pretty cool offices), and career development resources, all to fuel our employees\' passion for travel and ensure a rewarding career journey. Were building a more open world. Join us.Workforce Planning Analyst (Gurgaon)As a Workforce Planning Analyst, you will be responsible for handling performance of products/ queues/ channels and finding improvement opportunities using statistical data mining and visualization techniques. Your role will include collaborating with internal partners. You would work with the teams to analyze forecast variances, finding opportunities to improve operational efficiencies, taking mitigations actions to positively impact customer experience and delivering against high organizational standards. This is a high impact and visibility role with significant interaction with senior leadership and with goals that directly impact the bottom line of the business. Critical thinking skills and logical reasoning abilities are important for being effective in the role.What you\'ll do:Real-time monitoring of critical business operations and performance indicators at an interval/ daily/ weekly/monthly level- call volumes, average handle times, queue time, call center agent availability, call center service level adherence. Quickly responding to any issues encountered in delivering expected performanceAnalyze for potential risks in staffing levels and develop/implement plans to aid the operation in mitigating the risks as neededProduce what-if scenarios to assist with business cases and to aid managerial decision makingDevelop Partners capacity review mechanisms to highlight roadblocks/changes in the plan along with impact on operations. Work across Partner sites to balance workloadGather and analyze data to identify trends and patterns. Make recommendations to reduce workload and improve productivity for Partner teams. Supervise and track the results of recommendationsUse system reporting tools to analyze current business processes and to support continuous process improvementsPresent results back to the business in a structured, data-driven manner - simplifying complicated conceptsProcess daily and intraday requests for configuration and provisioning changes to our internal customersWho you are:Proven experience of producing accurate workload models using statistical techniquesExperience of extracting and analyzing complex data from multiple sourcesAdept at conducting analysis, drawing out business insights from that analysis and presenting findings and recommendations persuasivelyExperience in report production, communicating data in a meaningful format to various stakeholders, articulating requirements, expectations and desired outcomesExperience influencing partners to effectively manage as per provided recommendationsProven track record of crafting strong relationships with operations and support teams, finance managers and business intelligence analystsThe ability to clearly present ideas and theories to operations and managerial staffProactive and able to work independentlyStrong attention to detail and accuracy is criticalAnalytical Attitude- a problem solving approach that gets to the underlying business questions in using a variety of data sourcesPartner Partnership - analytical resourcefulness and leadership, coupled with proven cross-functional partnership. Comfortable creating strategic recommendations and obtaining organizational approval at senior levelsEffective communicator - build and sustain effective communications with other roles involved in the projectFlexible approach - tailor experienced knowledge to meet specific circumstanceBachelors or Master's degree in Economics/Business Management or in a related field; or equivalent related professional experience2+ years of contact center operations management or strong work experience in an operational or workforce management role#LI-MC1Accommodation requestsIf 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 .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\xc2\xae, Hotels.com\xc2\xae, Expedia\xc2\xae Partner Solutions, Vrbo\xc2\xae, trivago\xc2\xae, Orbitz\xc2\xae, Travelocity\xc2\xae, Hotwire\xc2\xae, Wotif\xc2\xae, ebookers\xc2\xae, CheapTickets\xc2\xae, Expedia Group Media Solutions, Expedia Local Expert\xc2\xae, CarRentals.com, and Expedia Cruises. \xc2\xa9 2024 Expedia, Inc. All rights reserved. Trademarks and logos are the property of their respective owners. CST: 2029030-50Employment opportunities and job offers at Expedia Group will always come from Expedia Groups Talent Acquisition and hiring teams. Never provide sensitive, personal information to someone unless youre confident who the recipient is. Expedia Group does not extend job offers via email or any other messaging tools to individuals with whom we have not made prior contact. Our email domain is @expediagroup.com. The official website to find and apply for job openings at Expedia Group is .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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