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:
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Determine forecast and capacity planning through customer bookings, contact rate and other key factors
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Advise the business on projected call volume and future headcount requirements
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Provide proactive, solution-oriented support for the Operations and WFM team
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Maintain regular communication, contact and coaching with members of the partners WFM teams through weekly staffing meetings and ad hoc discussions.
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Proactively identify and implement changes that improve the level of quality and efficiency as measured by key performance indicators
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Meet or exceed KPIs by analyzing work volume variances to forecast and provide direction to adjust accordingly
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Constantly assess system-wide performance and productivity measures against business objectives and surface opportunities for improvement
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Provide daily Intraday forecasting analysis
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Analyze real-time trends and make recommendations for staffing adjustments
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Assist with Real Time Adherence duties as necessary
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Update and send reports related to the performance of each site including, but not limited to, shrinkage, occupancy, ASA, and SL
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Build and maintain strong relationships with key stakeholders from all sites to ensure shared objectives are met or exceeded
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Produce highly accurate daily, biweekly, and monthly internal reports
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Leverage trends and reports to forecast short-term and intraday requirements
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Performs other duties as assigned
Who you are:
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6+ years previous experience in WFM Forecasting/Scheduling
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1+ years previous experience in Real Time Adherence
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6+ years of experience in a contact center environment required
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Advanced level Microsoft Excel skills including advanced formulas
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Ability to create reports in Excel and forecast results
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Demonstrate attention to detail and accuracy
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VBA macros an asset
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Experience with Verint Impact 360, AWS, IEX, CMS, Avaya, Symposium, Blue Pumpkin an asset
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Ability to multitask, focus and produce reports for extended durations of time
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Proven strong interpersonal and communication skills with the ability to communicate effectively to a wide range of stakeholders in a diverse environment
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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
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Illustrated history of living the values necessary to Priceline: Customer, Innovation, Team, Accountability and Trust
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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 $90,000-$120,000.
#LI-MH1
#LI-Hybrid
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, motivated 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!
Flexible work at Priceline
Priceline is following a hybrid working model, which includes two days onsite as determined by you and your manager (ideally selecting among Tuesday, Wednesday, or Thursday). On the remaining days, you can choose to be remote or in the office.
To be the best travel dealmakers in the world, it’s important we have a workforce that reflects the diverse customers and communities we serve. We are committed to cultivating a culture where all employees have the freedom to bring their individual perspectives, life experiences, and passion to work.
Priceline is a proud equal opportunity employer. We embrace and celebrate the unique lenses through which our employees see the world. We’d love you to join us and add to our rich mix!
Applying for this position
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Top Skills
What We Do
At Priceline, part of Booking Holdings, Inc. [NASDAQ: BKNG], we believe every trip is a big deal to our customers. Whether it’s a much-needed getaway, wedding, reunion, graduation, or rooting on a favorite team—those are the moments that nobody should miss out on.
Our mission? Be the best travel dealmakers in the world. We provide our customers with smart and easy ways to access the very best deals available on hotel rooms, flights, rental cars, vacation packages and cruises, so they can be there for the moments that matter the most to them.
We do that by welcoming people who are at the top of their game, who want to learn and grow with others and who take their work seriously (but not themselves). We’re building a diverse and uniquely talented team to make sure our customers can be there for all those {big deal} moments. Come join us!
