Job ID #: 22219
Company : Expedia, Inc.
Location : USA - WA - Bellevue
Functional Area : Customer Service and Call Center
Employment Type : Full-Time Regular
Education Required : Bachelors
Experience Required : 3-5 Years
Relocation Provided : No
To provide accurate interval forecasts for calls, AHT and resource requirements for Expedia, Inc. line(s) of business. This includes resource and capacity planning, hiring plans and training plans for both internal centers and the outsource partners. Create daily/weekly/monthly call center forecasts using Aspect eWorkforce Management. Review the forecasts and call center performance with the line of business and service delivery teams and recommend appropriate course of action to achieve service level/abandon call/cost/revenue goals. Coordinate with Expedia owned sites and outsource partner workforce management teams to manage all aspects of agent scheduling and administration of all off-phone activities.
Primary Activities and Responsibilities :
Lead calls with Expedia site management teams and/or Outsource Partner workforce management teams
Liaise with each site to ensure forecasts are provided based on contractual guidelines
Present monthly capacity planning inputs and updates to business owners
Monthly FTE estimates and hiring plans for internal and outsource partners centers
Monthly training requirements/plans and other off-phone activity coordination
Ensure that day of week, week of year, interval of day patterns and forecasts are accurate and up to date.
Track and analyze ½ hourly/daily call arrival and AHT patterns and ensure agent schedules are optimized to achieve ½ hourly service level goals.
Provide ½ hourly staffing requirements on a weekly basis to ensure that staffing is optimized to best meet call volume patterns and improve schedule optimization.
Review forecasts with managers, supervisors, training and other areas and consult them in planning appropriate time for all off phone activities.
Analyze intraday call forecasts and communicate to management team – provide commentary to assist supervisors and managers in meeting daily/weekly goals.
Consult department managers regarding appropriate time for overtime based on the call volume forecast and administer/communicate via eSchedule Planner and email.
Subject Matter Expert for points of sale, Brands and Financials based on all the intakes from demand approval meetings.
Provide abandonment and/or financial risk assessment based on the latest approved targets vs. weekly published staff plans.
Maintain and update the workforce planning database based on approved demand targets and deliver an accurate weekly staff plans to each of the partners/sites.
Required Knowledge and Experience:
Bachelors degree in business or similar
At least 2 years Capacity planning and forecasting experience.
At least 2 years experience using a workforce management system (preferably Aspect eWFM 7.0+, with RTA and eSchedule Planner) to forecast call volume and schedule agents in a call center environment
Demonstrated experience working with call center vendor partners
Outstanding analytical skills and ability to see trends and patterns in data
Advanced Microsoft Excel skills
Solid understanding of telephony, routing, skilling systems and methodologies
SQL knowledge a plus
Previous Call Center operations and/or travel industry experience
Outstanding decision making ability and ability to work independently
Ability to collaborate and influence (managers and above)
Leadership experience preferred
Finance experience a plus
Our mission is to revolutionize travel through the power of technology.
Collectively, the Expedia, Inc. brands cover virtually every aspect of researching, planning, and booking travel, from choosing the best airplane seat, to reading personal travel reviews of hotels, to planning what to do in a destination once you arrive. The Expedia, Inc. portfolio serves both leisure and business travelers with tastes and budgets ranging from modest to luxury. Expedia delivers consumer travel demand from nearly every continent to nearly 149,000 hotels and hundreds of airlines, tour operators, car rental companies and destination services supply partners. Please visit http://bit.ly/expediabrands to learn more about our travel brands.
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.
Expedia - 23 months ago
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