At Expedia Group, we help travelers explore the world, one journey at a time. As a global travel company powered by passionate people, trusted partnerships, and leading technology, we connect travelers, partners, and advertisers through our consumer brands, B2B network, and travel advertising business.
Here, you'll do meaningful work that helps millions of people discover, book, and experience travel with more ease, confidence, and joy. Our five Behaviors-Traveler First, Think Big, Operate with Excellence, Ownership Mindset, and Succeed Together-help foster a supportive environment where people can grow their careers and have the flexibility, benefits, and support to do their best work. Join us and build for travelers everywhere.
Workforce Planning Analyst (Gurgaon)
Introduction to the Team
The Product team creates high-quality end-to-end experiences for travelers, partners, and Expedia Group. Our customer-first mindset focuses on developing products that encourage loyalty and repeat business from our travelers and partners. We partner closely with teams across Expedia Group to deliver growth and strong outcomes for our customers and the company.
As a Workforce Planning Analyst, you will be responsible for monitoring the performance of products, queues, and channels and identifying opportunities for improvement using statistical data mining and visualisation techniques. You will collaborate with internal partners and work with teams to analyse forecast variances, identify opportunities to improve operational efficiency, take mitigation actions that positively impact customer experience, and deliver against high organisational standards. This is a high-impact, high-visibility role with significant interaction with senior leadership and goals that directly affect business performance. Critical thinking and logical reasoning are important for success in this role.
In this role, you will:
Monitor critical business operations and performance indicators in real time and at daily, weekly, and monthly intervals, including call volumes, average handle times, queue times, agent availability, and service-level adherence. Respond quickly to issues that affect expected performance.
Analyse potential staffing risks and develop and implement plans to help operations mitigate those risks as needed.
Produce what-if scenarios to support business cases and managerial decision-making.
Develop partner capacity review mechanisms to highlight roadblocks and changes in the plan, along with the impact on operations. Work across partner sites to balance workload.
Gather and analyse data to identify trends and patterns. Make recommendations to reduce workload and improve productivity for partner teams, and track the results of those recommendations.
Use system reporting tools to analyse current business processes and support continuous process improvements.
Present results to the business in a structured, data-driven manner, simplifying complex concepts.
Process daily and intraday requests for configuration and provisioning changes for internal customers.
Experience and Qualifications:
Proven experience producing accurate workload models using statistical techniques.
Experience extracting and analyzing complex data from multiple sources.
Ability to conduct analysis, draw business insights, and present findings and recommendations persuasively.
Experience producing reports, communicating data in meaningful formats to stakeholders, and articulating requirements, expectations, and desired outcomes.
Experience influencing partners to manage effectively in line with recommendations.
Proven track record of building strong relationships with operations and support teams, finance managers, and business intelligence analysts.
Ability to clearly present ideas and concepts to operations and managerial staff.
Proactive and able to work independently.
Strong attention to detail and accuracy.
Analytical mindset with a problem-solving approach that gets to the underlying business questions by using a variety of data sources.
Strong cross-functional partnership skills, analytical resourcefulness, and leadership. Comfortable creating strategic recommendations and obtaining organizational approval at senior levels.
Effective communication skills, with the ability to build and sustain strong working relationships across project teams.
Flexible approach, with the ability to adapt experience and knowledge to specific circumstances.
Bachelor’s or master’s degree in economics, business management, or a related field; or equivalent related professional experience.
2+ years of contact center operations management experience or strong experience in an operational or workforce management role.
Accommodation requests
Expedia Group is committed to providing an inclusive and accessible recruiting experience. If you need an accommodation or adjustment due to a disability during the application or recruiting process, please submit a request at https://expedia.service-now.com/askeg?id=job_accommodation.
About Expedia Group
Expedia Group includes three flagship consumer brands - Expedia, Hotels.com, and Vrbo - along with a leading B2B travel business and travel advertising offerings. Across our brands and business, we help travelers explore the world with confidence and ease.
Important notice
Employment opportunities and job offers at Expedia Group will always come from Expedia Group's Talent Acquisition and hiring teams. Never share sensitive personal information unless you are confident of the recipient. Expedia Group does not extend job offers via email or messaging tools to individuals with whom we have not made prior contact. Our email domain is @expediagroup.com. The official place to find and apply for roles is https://careers.expediagroup.com/jobs/.
Equal Opportunity
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.
