Basic information:

Company: Expedia

Field: Others

Job Type: Full time

Posted on: 11.09.2018


Negotiable salary



Sr Analyst – Workforce Planning and Quality Assurance

The Sr. Workforce Planning and Quality Assurance Analyst position is an important part of eIT Global Support Services Operations(GSS), serving over 25,000 internal end users distributed across 200 locations. The role will enable seamless customer journeys and optimal service with a dynamic focus on workforce management and Quality Assurance. The position has no direct reports.

The Sr. Analyst is responsible for administering the workforce management process, including scheduling and daily metric analysis, for the 24 hours a day, 7 days a week, 365 days a year operation. The role will also oversee the creation of quality assurance policies, procedures and metrics across multiple functions including; Global IT Service Desk, Desktop Support, Walk-up Desk and IT Field Support.

Workforce Planning

Works collaboratively with service owners to manage workforce strategies across various ingress methods including; live telephone support, live chat, IT walk-up desk, remote desktop, dispatch support, web portal ticket submission, crowdsourcing chatbots and virtual assistants,
Responsible for developing, maintaining, and adjusting call volume and staffing models and forecasts based on historical data to be used for short-term operations and long-term budget planning. Maintains historical data as well as proactively adjusting the forecast for known unique events that will impact call volume.
Analyzes data, including but not limited to customer support performance as well as internal and external customer feedback to identify trends and/or patterns. Makes recommendations as appropriate to reduce volume and improve the level of service or other capacity plans within the customer support center. Monitors and tracks the results of recommendations as appropriate.
Anticipates contact volume, training sessions, team and project work, vacations, personal leave and other information to determine adequate coverage and consistent levels of customer support. Uses results of analysis to forecast call arrival and build staffing and scheduling plans to meet business unit goals and objectives.
Identifies and researches potential service level risks. Develops and implements escalation plans to avoid or mitigate the risks as needed.
Utilizes system reporting tools to analyze current business processes and to support continuous process improvements.
Assist with creation of forecasts needed to obtain required staffing changes to support meeting department performance targets.
Analyze and manage daily scheduling procedures and schedule changes to ensure effective utilization of department resources.
Develops and manage proactive workload scheduling best practices including approval and denial of discretionary vacation, training and meeting activities.
Analyzes real time workload requirements and call routing and make recommendations to department leaders to improve performance and meet or exceed service level standards.
Monitor metric results for call queues and reassign agent skill designations for call queue optimization.

Quality Assurance

Participate in the creation of quality assurance policies, procedures and metrics.
Monitors and evaluates the quality of inbound and/or outbound telephone calls, chat, internet interactions, and associated system documentation.
Work closely with operational leaders and service owners to ensure seamless experience for all end user customers.
Documents adherence to required customer service quality standards and assigns component and overall performance scores. May identify key, recurring issues across the department.
Provides continuous review and enhancement of established customer service quality standards.
As requested, researches and recommends enhanced customer support methodologies through the Expedia’s service delivery systems, including telephone and email response and other telecommunications systems and technologies. Implements measures as approved and directed.

Required Skills:

Minimum 3-5 years of experience in information technology or helpdesk environment as a Business Analyst or Workforce Manager.
Able to perform this role with limited supervision while exercising independent judgment and discretion.
Ability to gather and interpret data and information from different sources and use strong analytical skills to resolve complex problems.
Highly developed communication skills (both verbal and written) as well as presentation and strong interpersonal skills. Will include participation and facilitation of client meetings.
The ability to work well with people of diverse backgrounds and at all organizational levels is also required. A strong customer service orientation is essential.
Demonstrated ability to think critically and analytically. Strong analytical skills are required as is the ability to review issues, evaluate conditions and employ independent judgment and discretion to determine the best way to move forward. The ability to analyze telephony reports along with reports data mined from ancillary applications critical to success is required.
A thorough understanding of call center operations, technologies, and internal business processes is required to perform the essential functions as described.
Ability to create detailed planning models and forecasts, report coding, summary statistics, testing plans, and processes.
Must have a solid knowledge, understanding and experience with Microsoft Office Suite, specifically with Excel, Visio, Word, and preferably Access. You must have knowledge of telephone ACD software and its reports. Prior experience with Workforce Management software experience is ideal.

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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