Global Workforce Scheduling Analyst - Manchester

Expedia

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Egencia

Egencia is Expedia Group’s business travel company. In the same spirit, we are pioneers in the industry. Always solutions oriented, we value human contact. Egencia's teams collaborate globally to provide business travellers with the best possible user experience every single day.

What you’ll do

  • Oversee the entire scheduling process for your designated points of sale and build strong relationships with your stakeholders. Collaborate and provide guidance to our outsource partners.
  • Contribute to a culture of continuous improvement by providing innovative suggestions and process improvements.
  • Manage the vacation administration process, from public holidays, to individual and team allowances.
  • Generate schedules on a monthly basis, working within the boundaries of regional and local restrictions, to best suit the business demand

Who you are

  • You have experience in resource planning and generating schedules for contact centre agents
  • You bring experience using a workforce management system (preferably Aspect WFM)
  • You have excellent verbal and written communication, ability to present and gain consensus within a large group, including senior leaders
  • Outstanding decision making skills and the ability to work independently
  • You understand the impact of staffing shortages to a contact centre’s ability to provide service to customers.
  • You are a critical thinker with the ability to contribute to challenging assignments in a business-critical environment.
  • Capable of explaining complexity in simple terms
  • You have a high sense of urgency, and the ability to multi-task and meet deadlines.
  • You bring outstanding analytical skills and ability to see trends and patterns in data
  • You have experience dealing with international contact centres highly desirable
  • Advanced Microsoft Excel skills
  • Call Center operations experience and/or travel industry experience
  • Ability to collaborate and influence

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®.

Expedia Group 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.

  • LI-TM1

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.

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Confirmed 9 hours ago. Posted 30+ days ago.

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