Senior Manager, Workforce Real-Time Adherence/Scheduling This role is eligible for our hybrid work model: Two days in-office. We're looking to hire a Senior Manager for Real-Time Adherence/Scheduling to be part of the Workforce Management team. The Senior Manager will be responsible for the real time KPI's and our global site performance through effective management of your direct team and indirect team members, while overseeing scheduling functions within workforce management. The position will have high visibility to all the operation teams internal and third-party. Why this job's a big deal: You will oversee the real-time operation and scheduling functions in a global capacity across multiple countries and multiple lines of businesses. With the ever-evolving travel industry, you will be on the leading edge of an organization searching for continuous improvement through open communication and feedback. The incumbent must demonstrate a strong desire to learn and grow 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:
Manage team of direct reports helping them balance workload and goals while supporting them in their personal growth.
Monitor and manage the business KPI's while working with our site partners to keep a focus on core business goals.
Provide real-time recaps of overall KPI performance to key stakeholders, while being able to speak to any over or under performance as needed backed with data.
Closely partner with Business Data and Operations teams to have a comprehensive analysis of call patterns, intra- and inter-day activities, and provide guidance as needed in real time to ensure optimal productivity and efficiency.
Partner with Workforce Forecasting & Capacity Planning to ensure current trends are considered for forward looking forecasts, proper up-skilling/cross-skill training is planned, and overall operations are balanced.
Oversee global staff planning activities across multiple vendor relationships and contact channels fostering cross-functional collaboration to address gaps.
Review current performance to historical trends for changes, then proactively communicate relevant findings to key stakeholders for action.
Administers volume contingency action plans as deemed necessary and appropriate. Assist in additional irregular operation planning as needed which include call routing changes, skilling adjustments, call overflowing, etc.
Validate and assist in vendor invoice processing to ensure billed amounts align with planned expenses and exceptions are supported with approval documentation.
Build vendor/client relationships with an open line of communication to ensure growth of the team and improvement in focus areas.
Develop training material and reference documents as needed for internal and external WFM teams including Onboarding Training, Outage Handling Guidelines, runbook/guide for business operations from the WFM prospective.
Act as Workforce Subject Matter Expert for WFM Specific Tools, IVR/ACD, and Messaging platforms in collaboration with our Technology team for new implementations and additional technology changes.
Who you are:
10+ years previous experience in WFM Real-Time Adherence.
6+ years previous experience in Scheduling.
10+ 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 sound work ethic, attention to detail, and accuracy.
VBA (macros an asset) expertise
Experience with Verint, 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$110,000-$135,000. #LI-MH1 #LI - Hybrid |
Priceline
$110,000-$135,000.
Oct 31, 2024