Senior Workforce Planner

5 months ago

Manchester, United Kingdom Booking.Com Full time

**Senior Workforce Planner**

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 facilitate it.

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

You will be supporting the Global Service Delivery to ensure high quality service and continuous improvement of our CS performance. The Senior planner is a guide in their WFM field and a point of escalation for scheduling planners, real-time analysts and external vendors to consult with and seek advice and direction. This role is encouraged to work cross functionality, with these teams, operational customers and global colleagues to deliver the best possible plans to support service. The Senior Planner is the lead source of analytic insight and action planning for the service delivered to our customers.

**Key Job Responsibilities and Duties**
- Deliver deep insight via analysis of scheduled resource against demand and the resulting service delivered
- Provide post hoc assessment of root cause service drivers and recommendations for future mitigation
- Build models of service scenarios that account for changes in demand and capacity
- Analyze resourcing high/low points and advise scheduling planners on the best course of action
- Deliver service projections and action plans to real-time analysts
- Act as the primary analytic support for external vendor delivery assessments
- Work with relevant WFM teams to mitigate capacity deviations short and long term
- Build, document and deploy the standard way of working within the coverage review process
- Actively enable best practice sharing; transforming them into standard procedures
- If applicable, mentor and develop WFM team members
- Perform all other duties as assigned skills/experience required
- Act as point of escalation and leader

**Role Qualifications and Requirements**
- 3-5 years experience in a Workforce Management function is required
- Prior Workforce analytic experience and service delivery modeling is required
- Outstanding analytical skills and ability to identify trends and patterns in data
- Knowledge of reporting methodology, principles and procedures
- Advanced knowledge of Excel is required
- Strong report creation and presentation building experience (i.e. Google Slides)
- Experience with data mining and organization of large data sets
- MySQL, Hive, or a similar language preferred
- Substantial experience working with WFM-tools; for example: Teleopti, Aspect, Verint, NICE IEX
- Strong communication skills are required as collaborators range from team members through to Snr operational management
- Excellent time management skills and personal efficiency
- Consistent track record of being able to balance business needs versus employee needs
- Problem solving skills
- Ability to prioritize workload and work on own initiative
- Analytical/technical proficiency in process and workflow optimization
- Process driven
- Experience working in a multi-channel contact center environment
- Hands on mentality
- Seeks feedback for personal growth willing to learn
- Own It
- Learn Forever
- Succeed Together
- Do the Right Thing
- Think Customer First

**Benefits & Perks**
- 33 days holidays (including 8 bank holidays)
- Holiday entitlement increases with service.
- A huge platform for learning and development.
- Recommend a friend to work for us and receive £1000.00 per person
- Perkbox discounts.
- Global life events package
- On-site restaurant with Free breakfast and Lunch.
- Private health care.
- Contributable Company pension scheme up to 10%
- Annual bonus scheme

We’re a proud employer that values encompassing and diversity at every level. We realise that championing an innovative and synergetic environment is important to build a better future for our colleagues and customers.

We’re also thrilled to have joined Travalyst - a global initiative to make travel sustainable while securing destinations and local communities for decades to come.

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

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