Schedule & Real Time Analyst

Full Time Posted 19 days ago
Main Location
Seattle, WA, United States
Open jobs

Are you passionate about travel?  

 

Do you want to be in a high pace, high energy workplace bent on revolutionizing the industry?  

 Are you looking for a new challenge in an exciting environment that offers the agility of a start-up but with the resources of a multinational? 

 

Vrbo, a world leader in the vacation rental industry, is the place to book beach houses, cabins, and condos with more than two million places to stay in 190 countries.  We make it easy to find and book the perfect vacation rental for any getaway, often for less than the cost of traditional hotel accommodations.  

 

Supporting our Customers – Heart of what we do 

We continue to build a culture of extraordinary service working directly with customers, handling customer contacts via Phone and online Chat support, we empower our people to resolve all questions, all issues, first time – every time. We welcome new ideas, opinions and pitches which we can Test & Learn in a trusted working environment.  We communicate directly, share feedback at all levels, engaging with our customers and internal stakeholders. 

 

The Opportunity: 
As a Service Level Coordinator you will be responsible for Service Level Delivery across your Region, working closely with the Northern and Southern Directors to advise on the staffing requirements to deliver Call Centre metric performance for Phone, Chat-Support, Email, Social Media and Back Office workload.  Provide real-time support, guidance and advice when delivery is below target metrics. 

What you'll do:  Operational Delivery 

  • Performance Metrics: Supporting the delivering of contact centre performance metrics: Contact Propensity, Contact-Resolution, Csat, ASA, Service Level, NPS, Utilisation & Partner-Education 

  • Hygiene Metrics: Supporting schedule adherence, average-handling + wrap time and Quality 

  • Flag to duty management and Regional Director in Real-Time if metrics fall below minimum targets set by the Senior Director, LSO VR EMEA 

  • Analyse service level performance and provide recommendations to the Northern and Southern Directors responsible for their BU performance 

  • Liaise with WFP to understand staffing budgets and forecasts, to develop monthly Outsourcing Lock-Files

  • Compile/send daily status and other required reports as directed by SLC Manager 

  • Build and runs records of operations, to maintain standards and provide updated reporting.  

What you'll do:  Supporting Regional Leadership 

  • Act as an information source for agents' questions pertaining to Scheduling and Queue Management  

  • Closely coordinate with other leads and management pertaining to support service levels and customer experience, and take appropriate actions to correct when needed.  

  • Handle call centre scheduling activity, team projects, team training, and meetings.  

  • Work directly with the Customer Experience Operations to identify and implement a consistent level of service that meets or exceeds our department goals.  

  • Compile and send global CS tool/site outage notifications to key stakeholders, send updates as needed 24/7  

  • Assist in administration of Contact Centre scheduling for shift adjustments/changes, new hire preparations, terminations, and running the weekly schedules.

  • Demonstrate your deep understanding of Real-Time Adherence statistics: helping to ensure agents are on their scheduled task(s) and monitoring breaks/lunches. Monitor sick calls/tardiness, etc., entering real-time exceptions into WFM tool (Absence, Tardiness, Leave Early, Meetings, Overtime, Etc.).  

  • Generate and communicate to appropriate members of Regional Leaders of phone activity reports, staffing issues, performance measures, and call statistics  

  • If applicable to the specific region: 

  • Off-shore schedule adjustments for pay-per-contact model sites  

  • Create/amend supervisor/team manager schedules when working across 7 days  

Who are you? 

  • Experience: Proven experience in workforce planning 

  • Strong verbal and written communication skills in English and another European language (French/German/Spanish)

  • You are highly motivated, passionate, with ability to build strong rapport with our customers 

  • Good people and interpersonal skills and are capable of easily building relationships 

  • Capable of remaining calm under pressure and adapt quickly to changes 

  • Analytical and have high attention to detail.  Interpret data providing customer recommendations 

  • Building strong partnership with Regional Leaders in cross-matrix management structure 

Key Competencies 

  • Communication:    Strong business verbal, written, questioning and listening skills (Essential) 

  • Openness:  Growth mindset, open to new ideas, embrace feedback 

  • Relationship building:  Ability to build effective relationships with internal stakeholders (Essential)

  • Analytical: ability to assess in real-time performance data and make instant recommendations 

 

Why join us: 

Expedia Group recognizes our success is dependent on the success of our people. We are the world's travel platform, made up of the most knowledgeable, passionate, and creative people in our business.  

 

Our family of travel brands includes: Brand Expedia®, Hotels.com®, Expedia® Partner Solutions, Egencia®, trivago®, HomeAway®, Orbitz®, Travelocity®, Wotif®, lastminute.com.au®, ebookers®, CheapTickets®, Hotwire®, Classic Vacations®, Expedia® Media Solutions, CarRentals.com™, Expedia Local Expert®, Expedia® CruiseShipCenters®, SilverRail Technologies, Inc., ALICE and Traveldoo®. 

 

We are an equal opportunity employer and value diversity at our company. We do not discriminate on the basis of race, religion, color, national origin, gender, sexual orientation, age, marital status, veteran status, or disability status. 

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Mission
We're a community of women leveraging our connections into top companies to help underrepresented women get the roles they've always deserved. Simultaneously, we work to build truly inclusive hiring processes and environments where women can thrive and not just survive.
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Schedule & Real Time Analyst
Expedia Group