Workforce Planner

1 month ago

Manchester, United Kingdom Booking.Com Full time

Our Trips Business Unit team helps people get where they want to go, anywhere in the world. Whether customers want the freedom of a car, the ease of a taxi or the economy of public transport, we make it all possible.

We are passionate about helping people travel. We see challenges as opportunities. And we are always ready for change.

The **Workforce Planner **is responsible for providing accurate resource scheduling demands for Internal divisions & external partners. Assists in processing reports and provides support for our Customer Service Department to ensure that we are meeting our Service level targets and goals. Builds a positive relationship with the operation with the ability to make recommendations to management using data to support the proposal.

**B.Responsible**
- Planning and generating all downtime;
- Preparing and publication of future schedules;
- Market Ownership of external and Internal Lines of Business, including providing weekly and monthly scheduling requirements to External partners.
- Ability to analyze partner reports and identify key indicators impacting Service delivery.
- Assisting in the monitoring of AR workload;
- Administrating the changes in the work schedule;
- Planning and processing of holiday requests;
- Crafting ad-hoc schedules;
- Partnering with Real Time Analysts and Deployment team to ensure resources are scheduled to lead workload;
- Identifying and resolves potential staffing issues;
- Providing feedback for future language hiring needs as well as attrition reporting;
- Providing a variety of reports on a timely manner
- Assisting/collaborating with Customer Service Management to achieve and maintain Key Performance Indicators;
- Maintaining, collecting, and tracking processes for relevant data;
- Maintaining appropriate records of contacts and results daily;
**B.Skilled**
- Minimum 3 years of shown experience in Workforce Planning/Management is required;
- Experience of outsource planning and process management for Multi-channel and Multi lingual demand would be plus.
- Prior workforce experience and service delivery planning and modeling is helpful
- Strong written & verbal communication and presentation skills are meaningful, ability to collaborate closely with internal and external customers and stakeholders;
- Outstanding analytical skills with ability to see trends and patterns in data;
- Experience with Microsoft Word and Microsoft Excel required;
- Excellent organizational skills, optimally managing multiple projects and working effectively with management and employees at all levels;
- Able to make decisions at times outside of black and white guidelines.

**Pre-**Employment** **Screening**:

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