Manager II, Workforce Planning (Gurgaon)

You must Sign In before continuing to the company website to apply.

Smart SummaryPowered by Roshi

As a Manager II, Workforce Planning at Expedia Group's Gurgaon location, you will oversee call center operations to ensure staffing needs and service goals are met. Your responsibilities include hiring, training, managing workforce analysts, and implementing strategies to optimize workforce efficiency and customer satisfaction. This on-site, full-time role involves creating staffing plans, analyzing data, and leading process improvement initiatives.

JOB DESCRIPTION

If you need assistance during the recruiting process due to a disability, please reach out to our Recruiting Accommodations Team through the Accommodation Request form. This form is used only by individuals with disabilities who require assistance or adjustments in applying and interviewing for a job. This form is not for inquiring about a position or the status of an application.

Manager II, Workforce Planning

This position is responsible for the day-to-day operations within our call centers to help ensure staffing needs and service metric goals are achieved. This includes establishing policies, procedures, strategies and tactics that align with company objectives and ensure customer satisfaction. The Workforce Planning Manager is responsible for hiring, training, developing, coaching, managing, and delivering performance evaluations to a team of Workforce Analysts. You are accountable for core workforce management functions and backup to the Analysts. Functions include reporting, long and short-term forecasting, resource load-balancing, queue open-closures, capacity planning, trend analysis, employee scheduling, schedule optimization, and intraday management. The person in this role will support business growth when additional queues, new software and tools are implemented. Collaborate on initiatives and call center rollouts to maximize efficiencies to better meet service level objectives and reduce costs. Identify risks and opportunities in service level metrics and recommend action plans to improve overall performance.

What you'll do:

You will manage the Workforce Management Analysts and their activities that supports the call center, such as reporting, intraday, resource load balancing, agent scheduling, staff productivity, call routing monitoring, and trends

Lead strategy plans and partner with Call Center Managers to create staffing models, to ensure staff is at an optimal level

Monitor resource load balancing opportunities to ensure efficient coverage in each queue to improve service level metrics

Generate root-cause analysis and recommended Performance Guarantee (PG) recovery plans to help ensure performance goals are met

Discuss performance strategies defining proactive action plans and provide strategic insight recommendations to achieve metric goals

Make WFM decisions autonomously with little direction to identify and solve complex problems

Analyze, interpret and summarize complex data as it relates to contact center technologies

Provide solutions through statistical reports and presentations to the leadership team

Provide data validation, create reports, and build and maintain dashboards

Drive operational efficiency and quality improvement initiatives

Analyze workflow and staffing work assignments to ensure operational benchmarks are met

Identify, document and report phone or system issues as they impact the department. Partner with Telecom and IT for quick resolution

Track all the system and network down time

Assess call routing flow and queue priority needs to identify any opportunities to optimize production

Create staffing models for each line of business and setup cross-training when needed

Assist in achieving service level agreements and service score targets set by the department

Review contact center trends, including call volume, cyclical patterns, regular call patterns, staff productivity, attrition rates, and resource allocation to maintain appropriate staffing levels

Create and execute process improvement policies and procedures that impact the call center. Lead analysis on metrics to identify patterns and trends in the data and make recommendations to improve business conditions. Month-over-month data assessment by queue for adjustment opportunity

Adjust PTO allotments for each scheduling unit as needed

Support contact center management and staff with ad-hoc requests

Provide queue and staffing performance metrics and broader analysis on trends for the department to key stakeholders; dashboards, reports and ad hoc report requests

Perform other duties as assigned

Who you are:

5+ years of workforce management experience

Possess an in-depth knowledge and understanding of WFM scheduling software suite features and functions

Have the ability to communicate the problem statement as well as efforts and solutions to leadership in a concise manner that is easily understandable

Successfully been able to develop and manage a WFM team

Experience with WFM tools and Contact Center applications

Possess solid knowledge, understanding and experience of WFM software, processes, and procedures

#L1-SO1

About Expedia Group

Expedia Group (NASDAQ: EXPE) powers travel for everyone, everywhere through our global platform. Driven by the core belief that travel is a force for good, we help people experience the world in new ways and build lasting connections. We provide industry-leading technology solutions to fuel partner growth and success, while facilitating memorable experiences for travelers. 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™.

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 to 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 iscommittedto creating an inclusive workenvironmentwith a diverse workforce. All qualified applicants will receive consideration for employment without regard to race, religion, gender, sexual orientation, national origin, disability or age.

Set alert for similar jobsManager II, Workforce Planning (Gurgaon) role in Gurgaon, India

Company

Expedia Group

Job Posted

a year ago

Job Type

Full-time

WorkMode

On-site

Experience Level

3-7 years

Related Jobs

Workforce Planning Analyst

Optum

Gurgaon, Haryana, India

Posted: a year ago

Optum is a global organization that delivers care to help millions of people live healthier lives. Join us to start Caring. Connecting. Growing together. We are looking for a skilled professional who can create advanced Excel reports and dashboards, analyze business requirements, and provide meaningful insights. You will also build relationships with stakeholders and demonstrate excellent communication and project management skills. If you have experience in WFM and a clear understanding of WFM methodologies, along with Advanced Excel and statistical software knowledge, join us and make an impact on health equity.

Workforce Planning Analyst (Statistics)

Optum

Gurgaon, Haryana, India

Posted: a year ago

Optum is a global organization that delivers care, aided by technology to help millions of people live healthier lives. Join us to start Caring. Connecting. Growing together.

Launch Manager, APAC (Gurgaon)

Expedia Group

Gurgaon, Haryana, India

Posted: a year ago

JOB DESCRIPTION If you need assistance during the recruiting process due to a disability, please reach out to our Recruiting Accommodations Team through the Accommodation Request form . This form is used only by individuals with disabilities who require assistance or adjustments in applying and interviewing for a job. This form is not for inquiring about a position or the status of an application.   Launch Manager, APAC (Gurgaon)   Expedia Group is looking to hire a Launch Manager to join our team in Gurgaon India. Do you like managing projects? Do you like coming up with solutions? Do you thrive in a fast-paced environment? Our Launch Management team work closely with our external B2B travel partners to drive the end-to-end delivery of our partner integrations. For this role we are looking for an accomplished project manager with exceptional customer facing skills. Our launch manager role supports our sales team to problem solve and collaborate across functions, ensuring a smooth launch process for each partner.   The main responsibilities of your new role are to undertake project management across small and large partners within the portfolio. You will lead and coordinate internal and external stakeholders providing planning, configuration and best practice advice. You will work across strategic initiatives providing expertise from the launch team being an advocate of the partners needs and the end-to-end processes.   What you’ll do: Manage your portfolio of partner launches across the APAC region, coordinating with internal and external stakeholders Lead kick off calls and workshops with the relevant stakeholders and deliver a launch plan with each partner Consult with our partners to launch effectively and efficiently Work with partners to understand their requirements and how our solutions will help meet these, tailoring to their business needs and processes. Coordinating across internal team to facilitate partner requests Documenting processes and knowledge base articles on new initiatives & products Develop and contribute to process improvements and training Manage the Configuration of partners setting them up for success Assist with pre-sales and RFPs Track the status of each partner and help manage the pipeline with the sales team on when launches can take place and be prioritised Manage our certification process with partners and providing best practise advice to help them meet our requirements. Liaise directly with 3rd party technology providers who are performing development work on behalf of the partner Work with Partners and the regional Sales organisation to continuously monitor API development request and feedback to the Product team   Who you are: 2+ Years of relevant experiences in driving project execution Team player with an adaptable and flexible approach Good Project Management experience Strong facilitation & partner facing experience Good interpersonal skills and experience working with both business and technical teams Ability to work independently with limited supervision and with other department personnel in a very dynamic and time sensitive work environment Multicultural awareness and experience working internationally is a plus Be articulate with good presentation and written communication skills Ability to develop a thorough understanding of the client’s business, industry and needs Some experience with Salesforce CRM, or a similar Cloud based CRM, will be a great advantage Current PMI certification is highly advantageous Technical background is a plus Able to communicate in fluent English. Additional language skills is a plus.   About Expedia Group Expedia Group (NASDAQ: EXPE) powers travel for everyone, everywhere through our global platform. Driven by the core belief that travel is a force for good, we help people experience the world in new ways and build lasting connections. We provide industry-leading technology solutions to fuel partner growth and success, while facilitating memorable experiences for travelers. 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™.   © 2021 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 to 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 iscommittedto creating an inclusive workenvironmentwith a diverse workforce. All qualified applicants will receive consideration for employment without regard to race, religion, gender, sexual orientation, national origin, disability or age.

APAC Payroll Analyst (Gurgaon)

Expedia Group

Gurgaon, Haryana, India

Posted: a year ago

Join the Expedia Global Payroll Team as an APAC Payroll Analyst based in Gurgaon. Manage APAC Payroll independently, ensuring data accuracy and integrity. Drive process improvements, comply with regulations, and deliver exceptional service. Utilize platforms like Workday, ServiceNow, CloudPay, etc. Collaborate with HR and Finance teams, handle audits and compliance, and build strong vendor relationships.

Global Payroll Analyst (Gurgaon)

Expedia Group

Gurgaon, Haryana, India

Posted: a year ago

JOB DESCRIPTION If you need assistance during the recruiting process due to a disability, please reach out to our Recruiting Accommodations Team through the Accommodation Request form . This form is used only by individuals with disabilities who require assistance or adjustments in applying and interviewing for a job. This form is not for inquiring about a position or the status of an application.   Global Payroll Analyst (Gurgaon) The US Payroll Analyst is responsible for performing a variety of multi-state payroll functions in preparation, transmit, and reconciliation of US Payroll. You will ensure Payroll is processed with speed, accuracy, and timeliness verifying compliance with all applicable Federal, State, and Local regulations. You will serve as liaison to internal customers and partners as well as external vendors to guarantee Payroll processing accurately reflects company-specific pay policies. You must be able to connect and combine large volumes of data from a variety of sources, interact, filter and mine data to share insights and ensure a compliant payroll. Knowledge of US labor and employment tax regulations, Federal and State Tax legislation, and the ability to process tax adjustments, W-2s, W-2C’s is critical.     What you’ll do:   Prepare and facilitate payroll transmit (load files, time entry, pre-audits, actual transmit, post-audits, etc.) following established controls. The payrolls include both on-cycle and off-cycle payrolls including, but not limited to, stock, annual bonus, and year-end processing Perform data uploads for all payroll periods including bi-weekly, stock, annual bonus, adjustments, and year-end Manage workflow to ensure all payroll transactions are reported accurately and timely. Maintain the Payroll processing checklist, reviewing, and making appropriate updates. Reconcile and audit various payroll-related activities and investigate variances Manage relocation imputed income processes Assist the Global Mobility team with compensation collection with regards to tax preparation Partner closely with corporate accounting & tax to ensure accurate GL & tax reporting Complete post payroll audits and reporting, prepare metrics and track errors using technology and reporting tools Respond to and assist employees with inquiries and questions in a timely manner Recognize and adhere to proper segregation of duties, Sarbanes-Oxley controls, and internal self-audits     Who you are: 3-5 years payroll administration experience in a complex international organization for a large single country or multiple country payroll processing American Payroll Association CPP or FPC preferred, but not required Prior experience with Workday Payroll preferred, but not required Working knowledge of US legislation and labor law regulations Strong understanding of US Payroll processing, Tax, Social Insurance, Employment Law Excellent oral and written communication skills Proven analytical and trouble shooting skills Demonstrated ability to work in a team environment Self-motivated, able to work independently and under pressure Intermediate use of Excel   #L1-SO1   About Expedia Group Expedia Group (NASDAQ: EXPE) powers travel for everyone, everywhere through our global platform. Driven by the core belief that travel is a force for good, we help people experience the world in new ways and build lasting connections. We provide industry-leading technology solutions to fuel partner growth and success, while facilitating memorable experiences for travelers. 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™.   © 2021 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 to 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 iscommittedto creating an inclusive workenvironmentwith a diverse workforce. All qualified applicants will receive consideration for employment without regard to race, religion, gender, sexual orientation, national origin, disability or age.

Senior People Data Analyst (Gurgaon)

Expedia Group

Gurgaon, Haryana, India

Posted: a year ago

JOB DESCRIPTION If you need assistance during the recruiting process due to a disability, please reach out to our Recruiting Accommodations Team through the Accommodation Request form . This form is used only by individuals with disabilities who require assistance or adjustments in applying and interviewing for a job. This form is not for inquiring about a position or the status of an application.   The People Analytics team at Expedia Group leverages on data to understand the impact our business has on our people and the impact our people have on our business, because we believe that data powers great experiences. We are searching for a Senior People Data Analyst to perform analysis and actively glean key insights from our people data. You will design, develop, and implement analytical solutions, data visualisations and self-service tools that drive evidence-based decisions and programs. You will have the opportunity to work in agile teams of cross-functional experts and partner with stakeholders across the People Team to answer complex business questions using your data analytics skills, ensuring we gain maximum value from our people data. We aim to provide data at your fingertips and ideate actionable insights across the entire People Team - and ultimately to all leaders across Expedia to ensure we are making better decisions.   What You’ll Do Perform analysis, extract key business insights from multiple data sources, and tell the story with data in support of tracking key operational metrics and success measurements Provide meaningful data visualizations, business intelligence, and actionable insights Work in agile teams of cross functional experts and supports the development of analytical reports and products Research industry, labour market and HR trends, sharing findings, proactively identifying issues and opportunities Work with internal stakeholders to answer data & reporting questions and ensure reports meet business needs Provide requirements for People Insights product enhancements & new report design Leverage the right analytical tools and techniques to perform analysis and integrate large data sets Establish data collection and analysis processes Understand key performance indicators related to own workflows and the importance of metrics in defining success (e.g., efficiency and effectiveness) Monitor and inspect data to evaluate quality and identify opportunities for improvement Challenge assumptions on the current processes and ideate recommendations for improvement   Who You Are Bachelor's or Master's, or equivalent experience 4+ years of experience working with large data sets to glean trends, analysis and insights and connecting disparate data sources Expertise with the use of SQL and/or statistical tools such as Python or R Experienced with the usage of advanced Excel Experienced using Tableau, or other business intelligence tools is preferred; development in such tools is a plus Familiarity with Workday a plus Ability to craft insights from data at the enterprise level Robust communication skills capable of sharing delivered and requested analysis to an analytical audience as well as the broad HR population via email, blog, newsletters, training, demos etc. Ability to triage ad hoc requests, meet SLAs, and provide stakeholders with high-quality service Real passion for, and understanding of, people, analytics, and travel!   About Expedia Group Expedia Group (NASDAQ: EXPE) powers travel for everyone, everywhere through our global platform. Driven by the core belief that travel is a force for good, we help people experience the world in new ways and build lasting connections. We provide industry-leading technology solutions to fuel partner growth and success, while facilitating memorable experiences for travelers. 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™.   © 2021 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 to 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 iscommittedto creating an inclusive workenvironmentwith a diverse workforce. All qualified applicants will receive consideration for employment without regard to race, religion, gender, sexual orientation, national origin, disability or age.