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Manager II, Workforce Planning

This position is responsible for the day-to-day operations within our call centers to help ensure staffing needs and service metric goals are achieved. This includes establishing policies, procedures, strategies and tactics that align with company objectives and ensure customer satisfaction. The Workforce Planning Manager is responsible for hiring, training, developing, coaching, managing, and delivering performance evaluations to a team of Workforce Analysts. You are accountable for core workforce management functions and backup to the Analysts. Functions include reporting, long and short-term forecasting, resource load-balancing, queue open-closures, capacity planning, trend analysis, employee scheduling, schedule optimization, and intraday management. The person in this role will support business growth when additional queues, new software and tools are implemented. Collaborate on initiatives and call center rollouts to maximize efficiencies to better meet service level objectives and reduce costs. Identify risks and opportunities in service level metrics and recommend action plans to improve overall performance.

What you'll do:

You will manage the Workforce Management Analysts and their activities that supports the call center, such as reporting, intraday, resource load balancing, agent scheduling, staff productivity, call routing monitoring, and trends

Lead strategy plans and partner with Call Center Managers to create staffing models, to ensure staff is at an optimal level

Monitor resource load balancing opportunities to ensure efficient coverage in each queue to improve service level metrics

Generate root-cause analysis and recommended Performance Guarantee (PG) recovery plans to help ensure performance goals are met

Discuss performance strategies defining proactive action plans and provide strategic insight recommendations to achieve metric goals

Make WFM decisions autonomously with little direction to identify and solve complex problems

Analyze, interpret and summarize complex data as it relates to contact center technologies

Provide solutions through statistical reports and presentations to the leadership team

Provide data validation, create reports, and build and maintain dashboards

Drive operational efficiency and quality improvement initiatives

Analyze workflow and staffing work assignments to ensure operational benchmarks are met

Identify, document and report phone or system issues as they impact the department. Partner with Telecom and IT for quick resolution

Track all the system and network down time

Assess call routing flow and queue priority needs to identify any opportunities to optimize production

Create staffing models for each line of business and setup cross-training when needed

Assist in achieving service level agreements and service score targets set by the department

Review contact center trends, including call volume, cyclical patterns, regular call patterns, staff productivity, attrition rates, and resource allocation to maintain appropriate staffing levels

Create and execute process improvement policies and procedures that impact the call center. Lead analysis on metrics to identify patterns and trends in the data and make recommendations to improve business conditions. Month-over-month data assessment by queue for adjustment opportunity

Adjust PTO allotments for each scheduling unit as needed

Support contact center management and staff with ad-hoc requests

Provide queue and staffing performance metrics and broader analysis on trends for the department to key stakeholders; dashboards, reports and ad hoc report requests

Perform other duties as assigned

Who you are:

5+ years of workforce management experience

Possess an in-depth knowledge and understanding of WFM scheduling software suite features and functions

Have the ability to communicate the problem statement as well as efforts and solutions to leadership in a concise manner that is easily understandable

Successfully been able to develop and manage a WFM team

Experience with WFM tools and Contact Center applications

Possess solid knowledge, understanding and experience of WFM software, processes, and procedures

#L1- SO1

The total cash range for this position in Austin is $98,500.00 to $138,000.00. Employees in this role have the potential to increase their pay up to $157,500.00, which is the top of the range, based on ongoing, demonstrated, and sustained performance in the role.

Starting pay for this role will vary based on multiple factors, including location, available budget, and an individual’s knowledge, skills, and experience.  Pay ranges may be modified in the future.

Expedia Group is proud to offer a wide range of benefits to support employees and their families, including medical/dental/vision, paid time off, and an Employee Assistance Program. To fuel each employee’s passion for travel, we offer a wellness & travel reimbursement, travel discounts, and an International Airlines Travel Agent (IATAN) membership. View our full list of benefits. 

About Expedia Group 

Expedia Group (NASDAQ: EXPE) powers travel for everyone, everywhere through our global platform. Driven by the core belief that travel is a force for good, we help people experience the world in new ways and build lasting connections. We provide industry-leading technology solutions to fuel partner growth and success, while facilitating memorable experiences for travelers. Expedia Group's family of brands includes: Brand Expedia®, Hotels.com®, Expedia® Partner Solutions, Vrbo®, trivago®, Orbitz®, Travelocity®, Hotwire®, Wotif®, ebookers®, CheapTickets®, Expedia Group™ Media Solutions, Expedia Local Expert®, CarRentals.com™, and Expedia Cruises™.  

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Employment opportunities and job offers at Expedia Group will always come from Expedia Group’s Talent Acquisition and hiring teams. Never provide sensitive, personal information to someone unless you’re confident who the recipient is. Expedia Group does not extend job offers via email or any other messaging tools to individuals to whom we have not made prior contact. Our email domain is @expediagroup.com. The official website to find and apply for job openings at Expedia Group is careers.expediagroup.com/jobs.

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, color, religion, gender, gender identity or expression, sexual orientation, national origin, genetics, disability, age, or veteran status. This employer participates in E-Verify. The employer will provide the Social Security Administration (SSA) and, if necessary, the Department of Homeland Security (DHS) with information from each new employee's I-9 to confirm work authorization.