Senior BI Analyst, Performance

3 weeks ago

London, United Kingdom Expedia, Inc. Full time

If you need assistance during the recruiting process due to a disability, please reach out to our Recruiting Accommodations Team through the Accommodation Request form . This form is used only by individuals with disabilities who require assistance or adjustments in applying and interviewing for a job. As a Associate Manager in Workforce Planning at Expedia Group, you'll serve as the first point of contact for the contact centre leadership team regarding scheduling, skilling and staff planning. Leading a team of analyst , you’ll manage multiple tasks and projects simultaneously, establish priorities and own deliverables end to end. Review forecasts & staff plans with managers, supervisors, training and other stakeholders and consult them in planning appropriate time for all offline activities
Analyze forecasts, communicate changes and performance and provide guidance to assist the management team in meeting daily/weekly goals
and perform updates in coordination with training and HR and technology teams
Track and provide trend analysis regarding off-phone/queue activities
Identify areas for continued improvement in agent performance and aid in the implementation of initiatives
At least 5 years of experience in an analyst-level workforce planning role in a multi-lingual call centre
Experience using automated call distribution & call management software (preferably Avaya CMS)
Outstanding analytical skills and ability to identify and communicate trends and patterns in data
Advanced Microsoft Office skills (Excel, Word, PowerPoint)
Experience using a workforce management system (preferably Aspect eWFM 7.Experience with case management software (preferably salesforce.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. 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.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. Expedia Group's family of brands includes: Brand Expedia, Hotels.com, Expedia Partner Solutions, Vrbo, trivago, Orbitz, Travelocity, Hotwire, Wotif, ebookers, CheapTickets, Expedia Group Media Solutions, Expedia Local Expert, CarRentals.The official website to find and apply for job openings at Expedia Group is careers.All qualified applicants will receive consideration for employment without regard to race, religion, gender, sexual orientation, national origin, disability or age. If you need assistance during the recruiting process due to a disability, please reach out to our Recruiting Accommodations Team through the Accommodation Request form . This form is used only by individuals with disabilities who require assistance or adjustments in applying and interviewing for a job. As a Associate Manager in Workforce Planning at Expedia Group, you'll serve as the first point of contact for the contact centre leadership team regarding scheduling, skilling and staff planning. Leading a team of analyst , you’ll manage multiple tasks and projects simultaneously, establish priorities and own deliverables end to end. Review forecasts & staff plans with managers, supervisors, training and other stakeholders and consult them in planning appropriate time for all offline activities
Analyze forecasts, communicate changes and performance and provide guidance to assist the management team in meeting daily/weekly goals
and perform updates in coordination with training and HR and technology teams
Track and provide trend analysis regarding off-phone/queue activities
Identify areas for continued improvement in agent performance and aid in the implementation of initiatives
At least 5 years of experience in an analyst-level workforce planning role in a multi-lingual call centre
Experience using automated call distribution & call management software (preferably Avaya CMS)
Outstanding analytical skills and ability to identify and communicate trends and patterns in data
Advanced Microsoft Office skills (Excel, Word, PowerPoint)
Experience using a workforce management system (preferably Aspect eWFM 7.Experience with case management software (preferably salesforce.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. 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.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. Expedia Group's family of brands includes: Brand Expedia, Hotels.com, Expedia Partner Solutions, Vrbo, trivago, Orbitz, Travelocity, Hotwire, Wotif, ebookers, CheapTickets, Expedia Group Media Solutions, Expedia Local Expert, CarRentals.The official website to find and apply for job openings at Expedia Group is careers.All qualified applicants will receive consideration for employment without regard to race, religion, gender, sexual orientation, national origin, disability or age. At Expedia Group, we're committed to providing an inclusive and accessible recruiting experience for candidates with disabilities. If you require an accommodation or adjustment for any part of the application or hiring process, please let us know by completing our Accommodation Request form.
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