make
{big deal}
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Berlin

Senior Forecasting/Scheduling Analyst

R2944

Location

Mumbai

Career Track

Customer Care

Apply Now

Senior Forecasting/Scheduling Analyst

R2944

Location

Mumbai

Career Track

Customer Care

Senior WFM Scheduling/Forecasting Analyst

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:

  • 3+ years previous experience in WFM Forecasting/Scheduling
  • 1+ years previous experience in Real Time Adherence
  • 4+ 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.  

Who we are:

WE ARE PRICELINE.

Our success as one of the biggest players in online travel is all thanks to our incredible, dedicated team of talented employees. Priceliners are focused on being the best travel deal makers in the world, fueled by our passion to help everyone experience the moments that matter most in their lives. Whether it’s a dream vacation, your cousin’s graduation, or your best friend’s wedding – we make travel affordable and accessible to our customers.

Our culture is unique and inspiring (that’s what our employees tell us). We’re a grown-up, startup. We deliver the excitement of a new venture, without the struggles and chaos that can come with a business that hasn’t stabilized. 

We’re on the cutting edge of innovative technologies. We keep the customer at the center of all that we do. Our ability to meet their needs relies on the strength of a workforce as diverse as the customers we serve. We bring together employees from all walks of life and we are proud to provide the kind of inclusive environment that stimulates innovation, creativity and collaboration.

Priceline is part of the Booking Holdings, Inc. (Nasdaq: BKNG) family of companies, a highly profitable global online travel company with a market capitalization of over $80 billion. Our sister companies include Booking.com, BookingGo, Agoda, Kayak and OpenTable.

If you want to be part of something truly special, check us out!

Diversity, Equity and Inclusion – Our Commitment

Priceline ensures equal employment opportunity to all employees and applicants without discrimination or harassment based on race, religious creed, color, age, sex, sexual orientation, gender identity, national origin, religion, marital status, medical condition, disability, military service, pregnancy, childbirth and related medical conditions, or any other classification protected by governing law.

Apply Now

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