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Forecasting Analyst - Contact Center

  • Central Location, Orlando, Florida, United States, 32821
  • Full Time

Go Put the World on Vacation

 

At Travel + Leisure Co. our goal is simple: to put the world on vacation. We’re the world’s leading membership and travel company, with a portfolio of nearly 20 resort, travel club, and lifestyle travel brands. Our global team of associates brings hospitality to millions, turning vacation inspiration into exceptional travel experiences through our products and services: Wyndham Destinations, the largest vacation ownership company with 230 vacation club resort locations across the globe; Panorama, the world’s foremost membership travel business that includes RCI, the largest vacation exchange company, along with industry-leading travel technology, and membership travel brands; and Travel + Leisure Group, offering travel products and services all inspired by top online and print travel content, including travel booking platform BookTandL.com, subscription travel clubs and branded consumer products.

Job Summary:

The Forecasting Analyst is responsible for developing accurate hiring forecasts (long, mid & short) for multiple client channels, and maintaining staffing models to ensure proper staffing for the Wyndham Destinations Contact Centers.

Responsibilities:

  • Creation, maintenance and distribution of long term forecasts.  In addition, responsible for developing and maintaining staffing capacity requirements to support all service platforms.

  • Responsible for developing accurate mid-range forecasts to allow for accurate planning of associate development, coaching and training needs. Works closely with operations managers to assess the impact of projects on the forecast and the ability to deliver on associate initiatives.

  • Responsible for working with Leadership and Finance during the fiscal planning process to ensure that planned FTE headcount support the Associate and Client Experience goals.

  • Conducts weekly/monthly meetings focused on reviewing forecasts, capacity planning & staffing strategies, shrinkage review, service level/AHT results, etc. throughout all levels of leadership. 

  • Establishes a statistical baseline for call volume forecasts for each business unit. Provides clear communication of the forecasted workload, changes, assumptions, inputs, etc., to the leadership teams.  Identifies and researches organization wide service level risks for problem resolution and management notification.

  • Coordinates with operations leadership, recruiting, and training to create and maintain new hire training calendar that aligns with staffing requirements to meet the business need.

  • Conducts analysis on historical data to determine call volume shifts/trends that impact staffing/capacity levels on a mid and long-term basis

  • Regularly partner with other teams to ensure that data coming from multiple sources is validated in order to ensure model accuracy.

  • Effectively communicate Workforce and Call Center operation trends at team and individual levels to Manager and Director

  • Responsible for updating statistical info into WFM modeling software. Responsible for assisting WFM Director/Manager in training and supporting new WFM team members. This includes training of the WFM platform, policy and procedures and all additional related system

Minimum Qualifications:

  • High School or equivalent experience; Bachelor’s degree is preferred

  • Two (2) years of workforce management experience in a contact center environment, preferably in forecasting staffing models

  • PC literate, including advanced Microsoft Office (Word, Excel, PowerPoint and Outlook) product knowledge; Experience working with software dedicated to forecasting

  • Good judgment, reasoning, process improvement and problem solving skills

  • Strong organizational skills and follow-through abilities with particular attention to detail

  • Analytical and interpretive skills

  • Excellent oral and written communication skills, including presentation skills

  • Ability to multi-task and function in high volume area and effectively handle deadlines

  • Ability to work in both a team environment and individually

  • Demonstrates ability to effectively communicate with all levels of management and non-management team members

  • Self-motivated and able to work with limited direction

  • Regular, consistent and punctual attendance. Must have the ability to potentially work nights and weekend or flex schedule with changing business needs

  • Ability to travel up to 20%

A World of Inclusion

Hospitality is at the heart of all we do at Travel + Leisure Co., including how we treat each member of our growing community. Here, you’ll find a team that’s inclusive, values diversity, and is built on a foundational respect for people from all over the world.

We are an equal opportunity employer, and all applicants will be considered for employment without attention to their membership in any protected class. If you require any reasonable accommodation to complete your application or any part of the recruiting process, please email your request to mycareer@wyn.com, including the title and the location of the position for which you are applying.

Job Requisition: R-25053

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