Job Description

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Workforce Planning Scheduling Analyst (Gurgaon)

As a Workforce Planning Scheduling 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\xe2\x80\x99ll do:

Oversee and monitor real-time interaction activity across all call centers

Ensure schedule adherence and productivity targets are achieved while proactively calling out trends and or risks

Make necessary staffing, workload, skilling, and resource adjustments (including outbound dialer) to ensure key metrics, targets, KPI\xe2\x80\x99s are exceeded

Build, publish, and maintain schedules to ensure optimization across the organization

Balance the availability and resources against incoming requests (PTOs, trainings, Coaching ec) to ensure all tasks are completed on time and adjust schedules as necessary to accommodate changes per timeline

Interacts with internal teams to obtain information needed to facilitate work planning, scheduling prioritization, incorporating changes, and identification of other special requirements

Review and report on staffing and scheduling trends (both) proactive and strategic

Monitor daily and intraday trends, (weather, attendance, technology, etc.) to ensure proper tactical staffing adjustments

Monitor and report on agent activity, schedule adherence, and productivity while reporting daily, weekly and monthly findings

Ensure Contact Center tasks are up to date while reaching out to task owners for updates as needed

Research, analyze, identify, and evaluate data from assigned tasks to evaluate existing and potential trends and issues while recapping for leadership

Previous experience in collecting, reviewing, and organizing call center data

Research, create, document, and update comprehensive documentation, project plans and reports

In calibration with leadership, develop & define Workforce Management policies and procedures as needed

24X7 work schedule flexibility

Other duties assigned by the leader

Who you are:

Proven experience of producing accurate scheduling models using statistical techniques

Experience of extracting and analyzing complex data from multiple sources

Adept at conducting analysis, drawing out business insights from that analysis and presenting findings and recommendations persuasively

Experience in report production, communicating data in a meaningful format to various stakeholders, articulating requirements, expectations and desired outcomes

Experience influencing partners to effectively manage as per provided recommendations

Proven track record of crafting strong relationships with operations and support teams, finance managers and business intelligence analysts

Strong attention to detail and effective communicator

#L1- SO1

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\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\xe2\x84\xa2 Media Solutions, Expedia Local Expert\xc2\xae, CarRentals.com\xe2\x84\xa2, and Expedia Cruises\xe2\x84\xa2.

\xc2\xa9 2021 Expedia, Inc. All rights reserved. Trademarks and logos are the property of their respective owners. CST: 2029030-50

Employment opportunities and job offers at Expedia Group will always come from Expedia Group\xe2\x80\x99s Talent Acquisition and hiring teams. Never provide sensitive, personal information to someone unless you\xe2\x80\x99re confident who the recipient is. Expedia Group does not extend job offers via email or any other messaging tools to individuals to 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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