Workforce Planning Scheduling Analyst (Gurgaon)

Job Description

If you need assistance during the recruiting process due to a disability, please reach out to our Recruiting Accommodations Team through the . This form is used only by individuals with disabilities who require assistance or adjustments in applying and interviewing for a job. This form is not for inquiring about a position or the status of an application.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:Proven 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 communicator#L1- SO1About Expedia GroupExpedia 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 Groups 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 2021 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 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. Expedia