Senior Analyst, WFM Scheduling/Forecasting
This role is eligible for our hybrid work model: Two days in-office.
Come join Priceline's growing Workforce Management (WFM) team as a Senior Analyst, Scheduling/Forecasting! This role serves as a lead advisory resource by assisting with development and execution of the strategic operations forecast as well as scheduling plans of inbound & outbound phone, messaging, and email contact volumes. This is a highly visible position that interacts frequently with various levels of Customer Care leadership and external, third-party partners.
Why this job's a big deal:
As a WFM Senior Analyst, you will partner with third-party partners as well as Training, Quality, and Operations teams to execute hiring plans and monitor attrition trends to assess risks. The successful candidate will require a deep understanding of how forecasting headcount requirements translates to the creation of optimized schedules and a successful Real Time Adherence functions within a multi-skill, multi-site global contact center operation. The incumbent must demonstrate a strong desire to learn and grow in order to successfully navigate a constantly evolving industry while positively impacting our agent and customer satisfaction in their experiences interacting with Priceline.
In this role you will get to:
Determine forecast and capacity planning through customer bookings, contact rate and other key factors
Advise the business on projected call volume and future headcount requirements
Provide proactive, solution-oriented support for the Operations and WFM team
Maintain regular communication, contact and coaching with members of the partners WFM teams through weekly staffing meetings and ad hoc discussions.
Proactively identify and implement changes that improve the level of quality and efficiency as measured by key performance indicators
Meet or exceed KPIs by analyzing work volume variances to forecast and provide direction to adjust accordingly
Constantly assess system-wide performance and productivity measures against business objectives and surface opportunities for improvement
Provide daily Intraday forecasting analysis
Analyze real-time trends and make recommendations for staffing adjustments
Assist with Real Time Adherence duties as necessary
Update and send reports related to the performance of each site including, but not limited to, shrinkage, occupancy, ASA, and SL
Build and maintain strong relationships with key stakeholders from all sites to ensure shared objectives are met or exceeded
Produce highly accurate daily, biweekly, and monthly internal reports
Leverage trends and reports to forecast short-term and intraday requirements
Performs other duties as assigned
Who you are:
6+ years previous experience in WFM Forecasting/Scheduling
1+ years previous experience in Real Time Adherence
6+ years of experience in a contact center environment required
Advanced level Microsoft Excel skills including advanced formulas
Ability to create reports in Excel and forecast results
Demonstrate attention to detail and accuracy
VBA macros an asset
Experience with Verint Impact 360, AWS, IEX, CMS, Avaya, Symposium, Blue Pumpkin an asset
Ability to multitask, focus and produce reports for extended durations of time
Proven strong interpersonal and communication skills with the ability to communicate effectively to a wide range of stakeholders in a diverse environment
Demonstrate Decision Making/ Complex Problem Solving by proactively gathering the right data from appropriate sources; probe/consider all the facts; consider other perspectives; conduct root cause analyses; refer to long term plans and goals; prioritize key factors; act decisively, promptly and confidently
Illustrated history of living the values necessary to Priceline: Customer, Innovation, Team, Accountability and Trust
The Right Results, the Right Way is not just a motto at Priceline; it's a way of life. Unquestionable integrity and ethics are essential.
There are a variety of factors that go into determining a salary range, including but not limited to external market benchmark data, geographic location, and years of experience sought/required. In addition to a competitive base salary, certain roles may be eligible for an annual bonus and/or equity grant.
The salary range for this position is$90,000-$120,000.
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Priceline
$90,000-$120,000.
Dec 15, 2024