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. Wexe2x80x99re building a more open world. Join us.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 youxe2x80x99ll do:Oversee and monitor real-time interaction activity across all call centersEnsure schedule adherence and productivity targets are achieved while proactively calling out trends and or risksMake necessary staffing, workload, skilling, and resource adjustments (including outbound dialer) to ensure key metrics, targets, KPIxe2x80x99s are exceededBuild, publish, and maintain schedules to ensure optimization across the organizationBalance 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 timelineInteracts with internal teams to obtain information needed to facilitate work planning, scheduling prioritization, incorporating changes, and identification of other special requirementsReview and report on staffing and scheduling trends (both) proactive and strategicMonitor daily and intraday trends, (weather, attendance, technology, etc.) to ensure proper tactical staffing adjustmentsMonitor and report on agent activity, schedule adherence, and productivity while reporting daily, weekly and monthly findingsEnsure Contact Center tasks are up to date while reaching out to task owners for updates as neededResearch, analyze, identify, and evaluate data from assigned tasks to evaluate existing and potential trends and issues while recapping for leadershipPrevious experience in collecting, reviewing, and organizing call center dataResearch, create, document, and update comprehensive documentation, project plans and reportsIn calibration with leadership, develop & define Workforce Management policies and procedures as needed24X7 work schedule flexibilityOther duties assigned by the leaderWho you are:Bachelorxe2x80x99s or Masterxe2x80x99s degree in Economics, Business Management, or a related field, or equivalent professional experience.4+ years of experience in contact center operations or workforce management.2+ years of experience in Aspect, IEX, Verint or GenesisProven experience of producing accurate scheduling 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 analystsStrong attention to detail and effective communicatorAccommodation 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 Expediaxc2xae, Hotels.comxc2xae, Expediaxc2xae Partner Solutions, Vrboxc2xae, trivagoxc2xae, Orbitzxc2xae, Travelocityxc2xae, Hotwirexc2xae, Wotifxc2xae, ebookersxc2xae, CheapTicketsxc2xae, Expedia Groupxe2x84xa2 Media Solutions, Expedia Local Expertxc2xae, CarRentals.comxe2x84xa2, and Expedia Cruisesxe2x84xa2. xc2xa9 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 Groupxe2x80x99s Talent Acquisition and hiring teams. Never provide sensitive, personal information to someone unless youxe2x80x99re 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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