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Job Field: Office Jobs
Location: BELLEVUE, WA
Salary: $-
Job Type: Part Time

JOB SUMMARY:

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               <td align="left"><font style="font-size: 100%;">Resource Planning Analyst<BR><BR><BR>Job ID #: 22219<BR>Company: Expedia, Inc.<BR>Location: USA - WA - Bellevue<BR>Functional Area: Customer Service and Call Center<BR>Employment Type: Full-Time Regular<BR>Education Required: Bachelors<BR>Experience Required: 3-5 Years<BR>Relocation Provided: No<BR><BR><BR><BR><BR><BR><BR>Position Description<BR><BR>Primary Function:<BR><BR>To provide accurate interval forecasts for calls, AHT and resource requirements for Expedia, Inc. line(s) of business. This includes resource and capacity planning, hiring plans and training plans for both internal centers and the outsource partners. Create daily/weekly/monthly call center forecasts using Aspect eWorkforce Management. Review the forecasts and call center performance with the line of business and service delivery teams and recommend appropriate course of action to achieve service level/abandon call/cost/revenue goals. Coordinate with Expedia owned sites and outsource partner workforce management teams to manage all aspects of agent scheduling and administration of all off-phone activities.<BR><BR><BR><BR>Primary Activities and Responsibilities:<BR><BR>Lead calls with Expedia site management teams and/or Outsource Partner workforce management teams<BR><BR>Liaise with each site to ensure forecasts are provided based on contractual guidelines<BR><BR>Present monthly capacity planning inputs and updates to business owners<BR><BR>Monthly FTE estimates and hiring plans for internal and outsource partners centers<BR><BR>Monthly training requirements/plans and other off-phone activity coordination<BR><BR>Ensure that day of week, week of year, interval of day patterns and forecasts are accurate and up to date.<BR><BR>Track and analyze &frac12; hourly/daily call arrival and AHT patterns and ensure agent schedules are optimized to achieve &frac12; hourly service level goals.<BR><BR>Provide &frac12; hourly staffing requirements on a weekly basis to ensure that staffing is optimized to best meet call volume patterns and improve schedule optimization.<BR><BR>Review forecasts with managers, supervisors, training and other areas and consult them in planning appropriate time for all off phone activities.<BR><BR>Analyze intraday call forecasts and communicate to management team &ndash; provide commentary to assist supervisors and managers in meeting daily/weekly goals.<BR><BR>Consult department managers regarding appropriate time for overtime based on the call volume forecast and administer/communicate via eSchedule Planner and email.<BR><BR>Subject Matter Expert for points of sale, Brands and Financials based on all the intakes from demand approval meetings.<BR><BR>Provide abandonment and/or financial risk assessment based on the latest approved targets vs. weekly published staff plans.<BR><BR>Maintain and update the workforce planning database based on approved demand targets and deliver an accurate weekly staff plans to each of the partners/sites.<BR><BR><BR><BR>Required Knowledge and Experience:<BR><BR>Bachelors degree in business or similar<BR><BR>At least 2 years Capacity planning and forecasting experience.<BR><BR>At least 2 years experience using a workforc                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                         </font></td>
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