Workforce Planning Manager 

The Viator Workforce Planning Manager (WFPM) will be an integral part of the development of the global Viator Operations solution. The WFPM will report to the Global TripAdvisor WFPM and will have frequent and significant exposure to the senior Customer Operations management teams of Viator and Tripadvisor. The role will be responsible for implementing, developing and managing the workforce management solution. The WFPM will develop shift patterns to support Viator across the operational locations. The individual will have a proven track record of managing work force management and experience in leading WFM solutions.

Responsibilities:

  • Collection and analysis and reporting of historical center performance statistics
  • Collection and analysis and reporting of historical agent performance statistics
  • Manage long-term forecast / staff plan and lead monthly staff plan / budget meeting
  • Oversee workload forecasting
  • Oversee intraday management of scheduling procedures, analysis of real time workload requirements, and call routing to manage performance to service level requirements
  • Responsible for maximizing efficiency and occupancy while meeting service level objectives
  • Oversee analysis and reporting of employee performance including schedule adherence
  • Communication of productive hours to vendors
  • Global forecasting of outsourced activities
  • Manage a team of Workforce Planning lead
  • With finance develop and manage the global CS
  • Allocation of hours/FTE to multiple sites worldwide
  • Develop forecast models for all new activities both in house and outsourced
  • Manage the network “realtime” assuring all sites work to meet the global target service levels
  • Through the workforce planning team, administer of setup and utilization of WFM software and ACD reporting
  • Work with Human Resources, Recruiting, and Training to coordinate the hiring and training pipeline
  • Work with training and operations to coordinate multi-skill training for existing agents

Requirements

  • Workforce management subject matter expert with at least five years’ experience in managing multisite operations
  • Experience in using leading forecasting applications such as eWFM, Blue Pumpkin, IEX
  • Proficient in MS Word, MS Excel, MS PowerPoint
  • Strong mathematical, analytical, communication, and organization skills
  • Self-motivated and must excel in a minimally managed, high profile position
  • Proven ability to use data to measure performance and recommend operational strategies at global level
  • A keen intellect with a track record of achievement through others and working within a matrix environment
  • Significant experience managing operational teams in an environment of high volume customer contact
    Self-starter, works well autonomously
  • Confident presenter with excellent verbal and written presentation skills, and ability to work with stakeholders in the organization.
  • Excellent customer service skills, both internally and externally
  • Educated to degree level or equivalent appropriate qualifications
  • A second language will be an advantage

In addition, the ideal candidate will demonstrate the following competencies:

  • Flexible and open to change and new information; adapts behavior and work methods accordingly
  • Grasps the essence of new information; recognizes own strengths and weaknesses; pursues self-development; seeks feedback.
  • Exhibits integrity though fair and ethical behavior toward others and a demonstrated sense of corporate responsibility and commitment.
  • Treats colleagues and partners with respect: considers and responds appropriately to the needs, feelings, and capabilities of different people. Works well in a matrix environment
  • Can be relied upon to ensure that projects within areas of specific responsibility are completed in an appropriate and timely manner and acknowledges mistakes, learns from those events and is able to move forward productively
  • Identifies and analyzes problems; distinguishes between relevant and irrelevant information.
  • Ability to balance time to market with a solution and make the right trade-offs along the way
  • Strong analytical skills: understands and utilizes metrics relevant to role
  • Clear communication through expression of facts and ideas in a clear, convincing and organized manner
  • Good business judgment when making decisions and always considers the relevance/impact of each decision on the business
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