Senior Analyst- Workforce Planning

Expedia Group brands power global travel for everyone, everywhere. We design cutting-edge tech to make travel smoother and more memorable, and we create groundbreaking solutions for our partners. Our diverse, vibrant, and welcoming community is essential in driving our success.

Why Join Us?

To shape the future of travel, people must come first. Guided by our Values and Leadership Agreements, we foster an open culture where everyone belongs, differences are celebrated and know that when one of us wins, we all win.

We provide a full benefits package, including exciting travel perks, generous time-off, parental leave, a flexible work model (with some pretty cool offices), and career development resources, all to fuel our employees' passion for travel and ensure a rewarding career journey. We’re building a more open world. Join us.

Senior Workforce Planning Analyst

Introduction to the Team

The Product Team creates high-quality end-to-end experiences for travelers, partners, and Expedia Group. Our focus on customer-centric innovation enables us to develop products that build loyalty and repeat business. We partner closely with teams across Expedia Group to drive growth and achieve results for our customers and the company.

We are seeking an analytical, curious, and detail-oriented workforce planning professional to support a defined portfolio of queues, sites, or lines of business, helping drive high performance, engagement, and continuous improvement. This role focuses on using data and Lean methodologies to improve service, quality, and efficiency while contributing to a strong, inclusive team culture.

As a key member of the Workforce Management team, you will collaborate closely with supervisors, managers, and cross-functional stakeholders. You will contribute to escalation resolution, risk identification, resource planning, and business continuity readiness for your portfolio while ensuring front-line teams are fully supported to deliver operational outcomes. Within this ecosystem, the Workforce Management (WFM) organization plays a critical role in ensuring our contact centers are staffed, enabled, and aligned to deliver exceptional experiences to our travelers and partners.

In this role, you will:

• Understand key performance indicators related to own work and the importance of metrics in defining success (e.g., efficiency and effectiveness).

• Identify methods for collecting data, performs data analyses and articulates findings.

• Demonstrate awareness of requirements related to data modeling.

• Develop understanding of the principles behind developing basic data models by assisting others with the creation of basic data models.

• Develop foundational understanding of the company's design tools by assisting with the implementation of data models.

• Demonstrate deep understanding of how the organization does business (i.e. business model and operations, financial performance, and key success factors).

• Apply deep understanding of the policies, practices, trends, and information that impact the organization and its customers* to anticipate and plan for each step of a project.

• Demonstrate a deep understanding of the financial impact of decisions/solutions and how own role contributes to positive outcomes.

• Consistently respond to stakeholder requests in an accurate, timely, and professional manner.

• Understand (internal and external) customers’* needs, and begins to develop the skills necessary to help customers* understand business challenges.

• Continue building understanding of the organization's processes, objectives, and challenges and their impact on the business.

• Break down complex information (e.g., legal, operational risk, and regulatory data) into understandable terminology and actionable concepts.

• Use technical knowledge and expertise to generate understandable, broadly-applicable communications based on new and non-typical data.

• Design differentiated technical communications (e.g., content focus, style, presentation, etc.) for various internal and external audiences based on an understanding of their differing levels of familiarity with technical language.

• Anticipate and take action on what needs to be done to accomplish an objective, task or goal; finds alternative or less obvious ways to carry out plans.

• Set challenging yet motivating short and long term goals which lead to beneficial individual and team results.

• Accept ownership for individual performance, results, and actions; volunteers for tasks before being asked by others or being forced by events.

• Demonstrate ability to manage several tasks and meet deliverables with minimal error.

• Determine the relative impact and urgency of individual tasks.

• Appropriately make difficult trade-offs on time and resources when faced with conflicting demands and high-priority deadlines.

Experience and Qualifications:

• Bachelor's or Master's degree in a related field or equivalent related professional experience

• 5+ years in Workforce Management along with proven real-time handling experience

• Experience working with workforce management software suite (e.g., Aspect, NICE, Genesys, etc.)

• Contact center omni-channel system administration experience

• You have worked with Advanced Microsoft Office, particularly Excel and PowerPoint along with Advanced case/ticket management (e.g., Jira, Salesforce, etc.)

• You have experience into Mid-level data visualization/BI tools (e.g., Tableau, PowerBI, etc.)

• You are comfortable using generative AI tools (e.g., ChatGPT, GitHub Copilot, Microsoft Copilot) to: Accelerate data exploration and code/documentation generation, Draft and refine stakeholder communications, narratives, and slide content and Build and maintain prompt libraries and reusable AI workflows for the team

• You have understanding responsible AI practices, including data privacy, security, bias awareness, and appropriate human-in-the-loop review of AI-generated outputs.

Accommodation requests

If you need assistance with any part of the application or recruiting process due to a disability, or other physical or mental health conditions, please reach out to our Recruiting Accommodations Team through the Accommodation Request.

We are proud to be named as a Best Place to Work on Glassdoor in 2024 and be recognized for award-winning culture by organizations like Forbes, TIME, Disability:IN, and others.

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™. © 2024 Expedia, Inc. All rights reserved. Trademarks and logos are the property of their respective owners. CST: 2029030-50

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 with 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, religion, gender, sexual orientation, national origin, disability or age.