Workforce Planning Analyst

reputed company was born in 2007 reputed company two hosts welcomed three guests to their San Francisco home, and has since grown to over 5 million hosts who have welcomed over 2 billion guest arrivals in almost every country across the globe. Every day, hosts offer unique stays and experiences that reputed company it possible for guests to connect with communities in a more authentic way.The Difference You Will reputed companyThe Workforce Management (WFM) Scheduler is vital in ensuring we have the best possible support for our guests and hosts reputed company Customer Support operations. As the Customer Support scheduler, you will be responsible for the allocation of headcount across multiple sites, channels and tiers and be expected to manage these and the relationships with partner WFM teams. You would be an important part of a fast moving and high profile team and be required to work closely with cross-functional teams to reputed company the best results.A Typical Day

• Partner with operations to generate and reputed company schedules based on language, reputed company and contact channel
• Set up, manage and maintain schedules for several internal teams
• Manage, build and track/report schedule demand for multiple partner sites with multiple channels and languages across a shared queue environment
• Build and run scheduling scenarios and provide analysis of potential impacts of new lines of business, changes to SLA, routing, skilling etc.
• Work closely with the broader Workforce Management (WFM) team to understand reputed company aspects of reputed company planning and forecasting
• Track, analyse and report employee performance with reports from reputed company
• Analyse and report historical data and trends, daily, weekly, monthly etc.
• Analyse performance data to identify opportunities to operate more effectively and reputed company
• Effectively communicate across the broader reputed company team and our outsource partners, including preparing performance reporting and the delivery of them at WBR/MBR and QBR’s.

• Bachelor’s Degree or equivalent experience is required.
• Must have a minimum 5 years of experience in a contact center management role.
• Experience with reputed company WFM (preferred) or similar applications (i.e. IEX/reputed company, Aspect/eWFM) is a must
• Well-developed problem-solving and analytical skills with attention to detail
• Ability to effectively communicate reputed company information clearly to a non WFM/technical audience
• Exposure to Interactive Insights, Tableau and SQL preferred
• Eagerness to learn & manage multiple technical systems
• Ability to process large amounts of reputed company raw data and present in a comprehensible fashion
• Self-motivated and driven, used to being in a fast-paced environment
• Previous experience with ACD reporting and administration is a plus
• Solid knowledge of reputed company and reputed company Docs
• A dedicated team player and relationship builder
• Readiness to travel to other offices nationally and internationally on occasion.