Manager II, Workforce Planning

Role Overview: As a Manager II, Workforce Planning at Expedia Group, you will play a crucial role in overseeing day-to-day operations within the call centers. Your main responsibilities will include ensuring optimal staffing levels, meeting service metric goals, and driving operational efficiencies. You will be tasked with establishing policies, procedures, strategies, and tactics that align with company objectives, enhance customer satisfaction, and support business growth. Your expertise in forecasting, capacity planning, scheduling, and real-time management will be instrumental in driving efficiency, reducing costs, and improving service levels across customer support operations. Key Responsibilities: - Manage the Workforce Management Analysts and their activities supporting the call center, including reporting, intraday monitoring, resource load balancing, agent scheduling, staff productivity, call routing monitoring, and trend analysis - Lead strategy plans and collaborate with Call Center Managers to create staffing models to ensure optimal staff levels - Monitor resource load balancing opportunities to ensure efficient coverage in each queue and improve service level metrics - Generate root-cause analysis and recommended Performance Guarantee (PG) recovery plans to help meet performance goals - Analyze, interpret, and summarize complex data related to contact center technologies - Provide solutions through statistical reports and presentations to the leadership team - Drive operational efficiency and quality improvement initiatives - Analyze workflow and staffing work assignments to ensure operational benchmarks are met - Identify and report phone or system issues impacting the department and partner with Telecom and IT for quick resolution - Track system and network downtime - Assist in achieving service level agreements and service score targets set by the department - Review contact center trends, including call volume, regular call patterns, staff productivity, attrition rates, and resource allocation to maintain appropriate staffing levels - Create staffing models for each line of business and facilitate cross-training when needed - Support contact center management and staff with ad-hoc requests - Provide queue and staffing performance metrics and broader analysis on trends for key stakeholders Qualifications Required: - 8+ years of workforce management experience, with at least 5 years leading a real-time management (RTM) team - Expertise in workforce management software, scheduling tools, and contact center applications - Strong analytical and problem-solving skills, presentation skills, with the ability to interpret complex data and develop actionable solutions - Proven experience in leading and developing high-performing teams in a fast-paced call center environment - Ability to translate data insights into strategic recommendations and communicate them effectively to stakeholders - Solid understanding of call center operations, forecasting methodologies, and scheduling best practices - Highly organized with strong time management skills, capable of handling multiple priorities simultaneously - Proficiency in WFM tools, reporting dashboards, and data visualization to track and enhance workforce efficiency Note: Accommodation requests can be made if assistance is needed during the application or recruiting process due to a disability or other health conditions. If in doubt about job offers from Expedia Group, always verify with Expedia Group's Talent Acquisition and hiring teams directly.,