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 global hybrid work setup (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.
Workforce Management Analyst - Customer Service
Are you passionate about leveraging data to drive operational excellence? Join us as a Workforce Planning Analyst, where you’ll play a pivotal role in optimizing performance across products, queues, and channels. Using your analytical expertise, you’ll identify improvement opportunities, collaborate with internal partners, and influence business decisions that directly impact customer experience and the bottom line. This is a high-visibility role with regular interaction with senior leadership.
Monitor critical business operations in real-time and track performance indicators (call volumes, queue times, agent availability, etc.) across daily, weekly, and monthly intervals.
Identify risks in staffing levels, propose actionable plans, and implement strategies to mitigate impact while enhancing customer experience.
Conduct "what-if" scenario analyses to aid in business case development and decision-making.
Collaborate with Partner sites to balance workload and highlight roadblocks or deviations from plans.
Analyze trends and patterns, recommend strategies to reduce workload, and improve Partner team productivity.
Utilize system reporting tools to enhance business processes and support continuous improvement initiatives.
Present insights and findings in a structured, data-driven manner to simplify complex concepts for stakeholders.
Process configuration and provisioning requests to support internal customers.
Bachelor’s or Master’s degree in Economics, Business Management, or a related field, or equivalent professional experience.
4+ years of experience in contact center operations or workforce management.
Expertise in statistical modeling, data analysis, and drawing actionable business insights.
Proficient in creating meaningful reports and influencing stakeholders with recommendations.
Proven ability to build strong relationships across operations, support teams, and leadership.
Detail-oriented with a proactive, problem-solving mindset.
Strong communication skills, with the ability to present ideas clearly to diverse audiences.
Comfortable working in a dynamic 24/7 environment.
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.