Reporting Specialist
Místo práce: Praha
Druh pracovního poměru: full-time
Náplň práce, pravomoci a zodpovědnosti
TEAM OVERVIEW:
Expedia, Inc. is one of the top consumer e-commerce businesses and the largest online travel service in the world. The Resource Planning Analyst will be an active member of our dynamic, fast paced team based globally across the world.
POSITION OVERVIEW:
The Resource Planning Analyst is an essential role in the Multi Lingual Contact Center that provides key assistance in the day to day operations. They serve as a point of contact for the contact center leadership team in regards to scheduling, skilling and staff planning. They also work with other analysts in multiple contact centers to coordinate activities of the front line agents and ensure SLAs for all queues are consistently achieved.
RESPONSIBILITIES:
Ensure that interval of day patterns and forecasts are accurate and up to date
Utilize trend analysis to proactively identify areas for continued improvement on phone/queue activities. Communicate actionable recommendations to operational management
Track and analyze call arrival and AHT patterns and ensure agent schedules are optimized to achieve service level goals
Provide daily staffing requirements to ensure that staffing is optimized to best meet call volume patterns and improve schedule optimization
Manage/create schedules that optimize staffing to best meet workload patterns
Review forecasts & staff plans with managers, supervisors, training and other stakeholders and consult them in planning appropriate time for all offline activities
Work with contact center management and recruiting to build plan for hiring/attrition trends.
Report, advise, and educate stakeholders on basic Workforce Planning principles including but not limited to: offline activities, service level goals, utilization, and availability
0-15% regional travel may be required to educate, train, develop and maintain strong relations with teams in our global contact centers
Must be able to work flexibile hours, including weekends and public holidays
QUALIFICATIONS:
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 strategic and tactical business skills and a passion for using data to drive better decision making
Demonstrated ability to effectively communicate with diverse work groups
Proven skills at cultivating strong working relationships and working well within a team to learn and share knowledge
Excellent verbal and written communication skills, and ability to comprehensively and clearly present strategic issues and solutions to senior leadership
Demonstrated ability to ensure timely task management and delivery
Jiné výhody
Competitive salary, permanent contract
Bonus scheme
5 weeks holiday
New offices in the center of Prague
Career opportunities
International environment
Healthcare, Private Medical Care
Life insurance
Pension Plan
Wellness and Fitness Reimbursement
Meal Vouchers
Travel Discounts, Travel Allowance
Public Transport Support – yearly transportation pass for free
Service Award Program