Senior Analyst, Workforce Management Scheduling & Forecasting

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 $95,000-$120,000.

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