Global Planning & Forecasting Analyst (virtual/remote)

Remote

Are you ready to make an impact at a ground-breaking tech company, powered by the world’s largest online travel platform? As a Global Planning and Forecasting Analyst working for Egencia you will be responsible for the demand forecasting, capacity and staff planning for multiple clients and points of sale across both our own contact centers, and for our outsourced vendor partners.

This is a virtual position so you can work from anywhere in the US.

Egencia is the corporate business travel arm of Expedia Group, but behind the scenes, life couldn’t be less corporate. Egencians are pioneers, problem-solvers and people-people who collaborate globally to give business travelers the very best experience every single day.

What you’ll do:
  • Partner with Global Customer Service leaders and Finance to ensure demand planning inputs are accounted for accurately in our contact centre resource plans
  • Ensure consistent processes for managing staffing requirements for both partner and proprietary contact centre
  • Spearhead the process for accurately procuring hours based on contract guidelines
  • Own the Demand Forecast and Staff Plan process and ensure alignment with the outsource partners contracts regarding monthly and weekly changes in procured productive hours. Also ensure consistency in relation to:
  • FTE estimates, productive hours and scheduled hours inputs to Financial Plans
  • Capacity planning inputs and updates
  • FTE estimates and hiring plans for internal centers and outsource partners
  • Coordinate and plan training requirements and other off-phone activity in partnership with Training and Management teams
  • Crafting daily/weekly/monthly call center forecasts using Aspect eWorkforce Management
  • Tracking and analysing 1/2 hourly/daily call arrival and AHT patterns to ensure agent schedules are optimized to achieve 1/2 hourly service level goals
  • Providing 1/2 hourly staffing requirements to ensure that staffing is optimized to meet the best call volume patterns and improve schedule optimization
  • Ensure consistent process for holding outsource partners accountable to their agreed staffing requirements and facilitate weekly outsourced vendor workforce calls to ensure consistent alignment with staffing requirements
  • Liaise with Partner Operations to ensure all contractual guidelines are followed and that the outsource partners are on track to meet Productive hours forecast and the AHT is trending according to plan
  • Team with finance to ensure consistency of inputs into the financial plans that are approved with each new forecast
  • Provide financial estimates for contact center staffing expenses. Monitor the expenses versus budget and partner with finance to report and approve variances
Who you are:

You’ll fit into this role if you have:

  • Significant experience in workforce management (Multi-Channel Forecasting, Capacity and Staff Planning) in a contact center environment
  • Specific forecasting experience, understanding the different forecasting techniques, both internally as well as experience of working with and forecasting for outsourced / offshore vendors
  • Experience in using workforce management systems, preferably Aspect 7.5 or higher, to accurately forecast call pattern and schedule agents
  • Experience using Avaya CMS (17.0 or higher) is helpful
  • Excellent verbal and written communication, with the ability to present and gain consensus with a large group (directors and above)
  • A willingness to travel nationally and internationally if required
  • You are a sharp, self starter with a technical curiosity and enjoy working in a dynamic and multi-cultural environment
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