Basic information:

Company: Expedia

Field: Customer Service

Job Type: Full time

Posted on: 08.03.2018


Negotiable salary



Resource Planning Analyst

Expedia, Inc. is one of the top consumer e-commerce businesses and the largest online travel service in the world. The Resource Planning Analyst will be an active member of our dynamic, fast paced team based globally across the world.


The Resource Planning Analyst is an essential role in the Multi Lingual Contact Center that provides key assistance in the day to day operations. They serve as a point of contact for the contact center leadership team in regards to scheduling, skilling and staff planning. They also work with other analysts in multiple contact centers to coordinate activities of the front line agents and ensure SLAs for all queues are consistently achieved.


Ensure that interval of day patterns and forecasts are accurate and up to date
Utilize trend analysis to proactively identify areas for continued improvement on phone/queue activities. Communicate actionable recommendations to operational management
Track and analyze call arrival and AHT patterns and ensure agent schedules are optimized to achieve service level goals
Provide daily staffing requirements to ensure that staffing is optimized to best meet call volume patterns and improve schedule optimization
Manage/create schedules that optimize staffing to best meet workload patterns
Review forecasts & staff plans with managers, supervisors, training and other stakeholders and consult them in planning appropriate time for all offline activities
Work with contact center management and recruiting to build plan for hiring/attrition trends.
Report, advise, and educate stakeholders on basic Workforce Planning principles including but not limited to: offline activities, service level goals, utilization, and availability
0-15% regional travel may be required to educate, train, develop and maintain strong relations with teams in our global contact centers
Must be able to work flexibile hours, including weekends and public holidays


Inquisitive self-starter who can turn vision into results
Demonstrated aptitude for business problem identification, pattern recognition, data collection and preparation, and independent problem solving
Strong attention to detail combined with high-level vision
Positive attitude and flexibility when faced with fast-paced, complex challenges
Excellent strategic and tactical business skills and a passion for using data to drive better decision making
Demonstrated ability to effectively communicate with diverse work groups
Proven skills at cultivating strong working relationships and working well within a team to learn and share knowledge
Excellent verbal and written communication skills, and ability to comprehensively and clearly present strategic issues and solutions to senior leadership
Demonstrated ability to ensure timely task management and delivery


Bachelor's degree or equivalent work experience
Minimum 1 year of experience in an analyst-level resource planning role in a contact center
Experience presenting and influencing business stakeholders
Proven record of working in cross-functional environment
Experience working in an environment focused on continuous improvement
Experience using automated call distribution & call management software (preferably Avaya CMS)
Advanced Microsoft Office skills (Excel, Word, PowerPoint)
Solid understanding of telephony, routing, skilling systems and methodologies
Experience using a workforce management system (preferably Aspect eWFM 8.0+, with RTA and eSchedule Planner) to forecast work volume and schedule agents in a contact center
Experience with case management software (preferably
Experience working in a multinational and / or virtual office environment preferred
Expedia is committed to creating an inclusive work environment with a diverse workforce. All qualified applicants will receive consideration for employment without regard to race, religion, gender, sexual orientation, national origin, disability or age.

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