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Senior Analyst, Workforce Management Scheduling & Forecasting

Priceline
$95,000-$120,000.
United States, Texas, Dallas
Feb 07, 2025

Senior Analyst, WFM Scheduling/Forecasting

This role is eligible for our hybrid work model: Two days in-office.

Come join Priceline's growing Workforce Management (WFM) team as a Senior Analyst, Scheduling/Forecasting! This role serves as a lead advisory resource by assisting with development and execution of the strategic operations forecast as well as scheduling plans of inbound & outbound phone, messaging, and email contact volumes. This is a highly visible position that interacts frequently with various levels of Customer Care leadership and external, third-party partners.

Why this job's a big deal:

As a WFM Senior Analyst, you will partner with third-party partners as well as Training, Quality, and Operations teams to execute hiring plans and monitor attrition trends to assess risks. The successful candidate will require a deep understanding of how forecasting headcount requirements translates to the creation of optimized schedules and a successful Real Time Adherence functions within a multi-skill, multi-site global contact center operation. The incumbent must demonstrate a strong desire to learn and grow in order to successfully navigate a constantly evolving industry while positively impacting our agent and customer satisfaction in their experiences interacting with Priceline.

In this role you will get to:




  • Determine forecast and capacity planning through customer bookings, contact rate and other key factors



  • Advise the business on projected call volume and future headcount requirements



  • Provide proactive, solution-oriented support for the Operations and WFM team



  • Maintain regular communication, contact and coaching with members of the partners WFM teams through weekly staffing meetings and ad hoc discussions.



  • Proactively identify and implement changes that improve the level of quality and efficiency as measured by key performance indicators



  • Meet or exceed KPIs by analyzing work volume variances to forecast and provide direction to adjust accordingly



  • Constantly assess system-wide performance and productivity measures against business objectives and surface opportunities for improvement



  • Provide daily Intraday forecasting analysis



  • Analyze real-time trends and make recommendations for staffing adjustments



  • Assist with Real Time Adherence duties as necessary



  • Update and send reports related to the performance of each site including, but not limited to, shrinkage, occupancy, ASA, and SL



  • Build and maintain strong relationships with key stakeholders from all sites to ensure shared objectives are met or exceeded



  • Produce highly accurate daily, biweekly, and monthly internal reports



  • Leverage trends and reports to forecast short-term and intraday requirements



  • Performs other duties as assigned





Who you are:




  • 6+ years previous experience in WFM Forecasting/Scheduling



  • 1+ years previous experience in Real Time Adherence



  • 6+ years of experience in a contact center environment required



  • Advanced level Microsoft Excel skills including advanced formulas



  • Ability to create reports in Excel and forecast results



  • Demonstrate attention to detail and accuracy



  • VBA macros an asset



  • Experience with Verint Impact 360, AWS, IEX, CMS, Avaya, Symposium, Blue Pumpkin an asset



  • Ability to multitask, focus and produce reports for extended durations of time



  • Proven strong interpersonal and communication skills with the ability to communicate effectively to a wide range of stakeholders in a diverse environment



  • Demonstrate Decision Making/ Complex Problem Solving by proactively gathering the right data from appropriate sources; probe/consider all the facts; consider other perspectives; conduct root cause analyses; refer to long term plans and goals; prioritize key factors; act decisively, promptly and confidently



  • Illustrated history of living the values necessary to Priceline: Customer, Innovation, Team, Accountability and Trust



  • The Right Results, the Right Way is not just a motto at Priceline; it's a way of life. Unquestionable integrity and ethics are essential.




There are a variety of factors that go into determining a salary range, including but not limited to external market benchmark data, geographic location, and years of experience sought/required. In addition to a competitive base salary, certain roles may be eligible for an annual bonus and/or equity grant.

The salary range for this position is$95,000-$120,000.

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