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Global Planning & Forecasting Analyst

United States - Washington

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Egencia

Are you ready to make an impact at a ground-breaking tech company, powered by the world’s largest online travel platform? As a Global Planning and Forecasting Analyst working for Egencia you will be responsible for the demand forecasting, capacity and staff planning for multiple clients and points of sale across both our own contact centers, and for our outsourced vendor partners.

Egencia is the corporate business travel arm of Expedia Group, but behind the scenes, life couldn’t be less corporate. Egencians are pioneers, problem-solvers and people-people who collaborate globally to give business travelers the very best experience every single day.

What you’ll do:

  • Partner with Global Customer Service leaders and Finance to ensure demand planning inputs are accounted for accurately in our contact centre resource plans
  • Ensure consistent processes for managing staffing requirements for both partner and proprietary contact centre
  • Spearhead the process for accurately procuring hours based on contract guidelines
  • Own the Demand Forecast and Staff Plan process and ensure alignment with the outsource partners contracts regarding monthly and weekly changes in procured productive hours. Also ensure consistency in relation to:
  • FTE estimates, productive hours and scheduled hours inputs to Financial Plans
  • Capacity planning inputs and updates
  • FTE estimates and hiring plans for internal centers and outsource partners
  • Coordinate and plan training requirements and other off-phone activity in partnership with Training and Management teams
  • Crafting daily/weekly/monthly call center forecasts using Aspect eWorkforce Management
  • Tracking and analysing 1/2 hourly/daily call arrival and AHT patterns to ensure agent schedules are optimized to achieve 1/2 hourly service level goals
  • Providing 1/2 hourly staffing requirements to ensure that staffing is optimized to meet the best call volume patterns and improve schedule optimization
  • Ensure consistent process for holding outsource partners accountable to their agreed staffing requirements and facilitate weekly outsourced vendor workforce calls to ensure consistent alignment with staffing requirements
  • Liaise with Partner Operations to ensure all contractual guidelines are followed and that the outsource partners are on track to meet Productive hours forecast and the AHT is trending according to plan
  • Team with finance to ensure consistency of inputs into the financial plans that are approved with each new forecast
  • Provide financial estimates for contact center staffing expenses. Monitor the expenses versus budget and partner with finance to report and approve variances

Who you are:

You’ll fit into this role if you have:

  • Significant experience in workforce management (Multi-Channel Forecasting, Capacity and Staff Planning) in a contact center environment
  • Specific forecasting experience, understanding the different forecasting techniques, both internally as well as experience of working with and forecasting for outsourced / offshore vendors
  • Experience in using workforce management systems, preferably Aspect 7.5 or higher, to accurately forecast call pattern and schedule agents
  • Experience using Avaya CMS (17.0 or higher) is helpful
  • Excellent verbal and written communication, with the ability to present and gain consensus with a large group (directors and above)
  • A willingness to travel nationally and internationally if required
  • You are a sharp, self starter with a technical curiosity and enjoy working in a dynamic and multi-cultural environment

Why join us:

Expedia Group recognizes our success is dependent on the success of our people.  We are the world's travel platform, made up of the most knowledgeable, passionate, and creative people in our business.  Our brands recognize the power of travel to break down barriers and make people's lives better – that responsibility inspires us to be the place where exceptional people want to do their best work, and to provide them the tools to do so.  

Whether you're applying to work in engineering or customer support, marketing or lodging supply, at Expedia Group we act as one team, working towards a common goal; to bring the world within reach.  We relentlessly strive for better, but not at the cost of the customer.  We act with humility and optimism, respecting ideas big and small.  We value diversity and voices of all volumes. We are a global organization but keep our feet on the ground so we can act fast and stay simple.  Our teams also have the chance to give back on a local level and make a difference through our corporate social responsibility program, Expedia Cares.

If you have a hunger to make a difference with one of the most loved consumer brands in the world and to work in the dynamic travel industry, this is the job for you. 

Our family of travel brands includes: Brand Expedia®, Hotels.com®, Expedia® Partner Solutions, Egencia®, trivago®, HomeAway®, Orbitz®, Travelocity®, Wotif®, lastminute.com.au®, ebookers®, CheapTickets®, Hotwire®, Classic Vacations®, Expedia® Media Solutions, CarRentals.com™, Expedia Local Expert®, Expedia® CruiseShipCenters®, SilverRail Technologies, Inc., ALICE and Traveldoo®. 

*LI-ES1

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, color, religion, gender, gender identity or expression, sexual orientation, national origin, genetics, disability, age, or veteran status. This employer participates in E-Verify. The employer will provide the Social Security Administration (SSA) and, if necessary, the Department of Homeland Security (DHS) with information from each new employee's I-9 to confirm work authorization.
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R-37007

Job Category
Customer Service Group

Job Function
Contact Center Metrics

Locations
United States - Washington
Virtual

Job Type
Full-Time Regular

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