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Workforce Management – Real Time Analyst

We believe travel enriches our lives and connects us to each other. Expedia Group is seeking a Workforce Management – Real Time Analyst within our Traveler & Partner Service Platform organization, which services travelers from across the many brands of Expedia Group . Our team’s mission is to provide the best-in-class service and operations experience in travel. The Workforce Management – Real Time Analyst is an essential role providing key assistance in day-to-day contact center operations. You will serve as the main point of contact for the leadership team in regard to real time schedule adherence, shrinkage and staffing goals each day. You will also work with the scheduling analysts across the global network to coordinate activities of the front-line associates.

What you’ll do:

• Track attendance based on WFM call in line for internal teams and RTA observation for multiple teams & sites for internal teams.

• Monitor real time performance of KPI’s for all workgroups and sites/ Vendors to ensure goals are achieved

• Drive real time adherence for internal teams, and Staffing attainment/ IC% for Vendors to achieve maximum efficiencies.

• Maintain schedules for all staff including trainings, meetings, breaks, lunches, and town hall events for internal teams.

• Actively optimizing staff schedules based on forecast, attendance, and planned/unplanned events intraday for internal teams.

• Routinely reviewing all same day PTO requests for internal teams.

• Track and provide trend analysis regarding off-phone/queue activities and schedule adherence

• Develop and maintain strong relations with teams in our global contact centers

Who you are:

• Must be available to work a flexible schedule, including weekends and holidays.

• Inquisitive self-starter who can turn vision into results

• Demonstrated aptitude for business problem identification, pattern recognition, data collection and preparation, and independent problem solving.

• Strong attention to detail combined with high-level vision.

• Positive attitude and flexibility when faced with fast-paced, complex challenges.

• Excellent verbal and written communication skills.

• Demonstrated ability to ensure timely task management and delivery.

• Basic Microsoft Office skills (Excel, Word, PowerPoint).

• Experience using a workforce management system (preferably Aspect eWFM 8.0+, with RTA and eSchedule Planner) to forecast call volume and schedule agents in a call center environment preferred.

• Experience using automated call distribution & call management software preferred (Avaya CMS or similar).

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About Expedia Group

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.