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eDreams ODIGEO is one of the world's largest online travel companies and one of the largest European e-commerce businesses. Under its four leading online travel agency brands - eDreams, GO Voyages, Opodo, Travellink, and the metasearch engine Liligo - it offers the best deals in regular flights, low-cost airlines, hotels, cruises, car rental, dynamic packages, holiday packages and travel insurance to make travel easier, more accessible, and better value for the more than 18 million customers it serves across 44 markets. eDreams ODIGEO is listed in the Spanish Stock Market.
We are looking for a Senior Workforce Analyst, highly motivated and data-driven talent to join our Customer Experience organisation and our global workforce management function, to ensure we deliver a best in class performance from our outsourced centres. The role will be responsible for creating world class processes for forecasting, capacity planning and service delivery. You will be helping us build and execute on our strategic vision to deliver a world class experience for our 18+ million customers. The role will have high exposure to senior stakeholders, both internally and externally, and require working cross-functionally across the organisation.
Main Responsibilities:Providing accurate short and long-term forecasts to optimize call center performance.Daily checking with different call centers of the RealTime Management to ensure the forecast is being met and adjusted to any unforeseen issues.Analyzing data from various internal sources such as PowerBI, Genesys, and Google Query to ensure that the information provided is as accurate as possible.Participating in and leading meetings with internal CX stakeholders, primarily from the FO and BO, to understand their business needs and create accurate forecasting information.Leading and following up with the local WFM teams, who are outsourced call centers, on a daily basis to ensure adherence, shrinkage, and absenteeism are under control, and the center delivers what was agreed upon in the forecast.Being flexible and agile to adapt the daily forecast and schedule to meet last-minute requests according to business needs.Performing root cause analysis and implementing preventive and corrective actions related to volume, forecasting, and staffing patterns.Having knowledge of cost and P&L data for better decision-making.Minimum Requirements:3+ years of experience in leading a workforce management.Experience in statistical tools for forecasting and optimization of resources.Strong communication skills with an ability to synthesize issues and present to senior audiences.Advanced Microsoft Excel (pivot tables, advanced formulae).Excellent analytical skills and a passion for data-driven decision.Results orientation with a focus on delivering continuous and measurable improvements.Effective decision making, planning and organisational skills.Passion for the customer and a customer first mindset.
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