We pride ourselves on Customer Care at priceline, and our team delivers the very best. Through our partner call centers and online support services, we make sure customers are always looked after before, during and after booking a deal with priceline.
Priceline is looking for a highly motivated and positive individual with deep experience in forecasting, scheduling, and budget capabilities for medium-sized contact centers.
The Sr. Manager, Workforce Planning & Forecasting reports directly to the Sr, Director, Contact Centers.
This position is responsible to drive performance by accurately forecasting contact volumes and execute overall workforce planning activities for all customer contact channels (voice, chat, social and email) across a global, 24/7/365 operation. In addition, this individual must continually monitor the business to identify, research, understand and proactively communicate evolving trends in the business, particularly those that present a risk to ongoing business operations.
Key relationships are with Outsourcing Partner(s), Relationship Managers, Customer Care support teams (Product Experience, Innovation & Analysis, Operations, Learning & Development), Finance and Marketing. This is inclusive of partnering with the reporting team to maintain oversight of operational performance and be proactive with others to make adjustments as needed in response to evolving trends in the business.
Forecasting – Oversee global staff planning activities across multiple vendor relationships by creating long-term volume and headcount forecasts, apply seasonality adjustments, and confidence testing key inputs for forecasting reliability. Leverage cross-company data to produce contact volume forecasts for multiple lines of business and workgroups that will ultimately be the foundation to create accurate interval headcount plans. In addition, forecasting models must be continually updated as the business evolves to maintain high levels of forecasting accuracy. Oversee scheduling matrices to ensure service level goals and financially impacting goals are achieved using forward-looking projections and historical information.
Workforce/Staff Planning – Using the volume forecast to produce an interval-level staff plan then coordinate with field workforce teams and Operations counterparts to deliver the required headcount. Ability to contemplate cross-trained and multi-functional agents, back-office teams, phone, chat, and messaging agents a must. Monitoring upcoming period(s) for open staffing gaps then proactively engaging stakeholders to ensure all open slots are filled prior to the production week starting is necessary. Closely interface with external partners to ensure comprehensive analysis of call patterns, and serve as back-up for real-time analysts (RTA) supporting intra- and inter-day performance.
Scheduling – Leverage the staff plan to generate agent schedules, manage periodic shift bids, process exception handling, time off requests, off-phone activities, breaks/lunches, and other intra-day scheduling needs. Ability to manage this in a multi-site, 24×7, multi-lingual, multi-channel, international operation is essential.
Expense Planning – Use historical trends and forward-looking data to feed accurate Customer Care cost estimates to budget and financial planning counterparts.
Trend Analysis and Reporting – Prepare and present timely, accurate reports to key stakeholders including executive leaders, internal departments, external partners, etc. Producing and reviewing with stakeholders monthly 3+9 reports is required to ensure all interested parties remain informed about future business performance.
Operational Excellence – Cultivate close working relationships with peers in the Operations Team to maintain expert knowledge in the day-to-day business in order to produce accurate volume and headcount forecasts. Identifying and implementing key metrics to measure the success of the overall WFM operation (forecasting/planning, RTA, and budgeting) is a requirement of this senior level role as well.
Priceline is an equal opportunity employer in accordance with all applicable federal, state and local laws.