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 highly motivated and data-driven person 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 ResponsibilitiesOwn processes around forecasting, capacity planning and agents' scheduling to provide consistent high quality service across all sites.The collection, analysis, and reporting on performance statistics to drive operational efficiencies, proactive responsiveness, and long-term forecasting.Perform root cause analysis and implement preventive & corrective actions to address any issues related to performance of key performance indicators such as volume, forecasting and staffing patterns.Coordinate the capacity of our outsourced centres providing long-term and mid-term forecast to our partners with optimised shrinkage planning for seasonality.Participate and own business review meetings with key operational stakeholders to ensure outsourced partners deliver right level of service.Articulate historical and real-time delivery of key metrics against demand forecasts and supply projection. Understand reasoning for any variance to the plan using both data and collaborating with stakeholders. Agree actionable and time-bound recovery and improvement plans.Minimum Requirements3+ 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 synthesise 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.Strong problem solving skills with an eye for building new and better systems.Knowledge of industry leading tools to plan and manage call centre capacity; knowledge of the Genesys Cloud platform is a plus.Previous experience with outsourced call centre operations is preferred.Previous experience in Travel is a plus.What do we offer?We support a phenomenal lifestyle and work-life-balance with our flexible hours and flexible remote work policy.A free eDreams Prime subscription to benefit from significant discounts on your travels.Competitive compensation package with an attractive bonus structure.Excellent environment for continuous growth and learning: with our Learning & Development programs, you will have access to tech talks, internal soft skills and technical skills training, language lessons, external events and industry conferences.Free subscription to O'Reilly Online Learning.Fast-track career development: with our unique programs, you are always working towards the next step on your career path.We also have for you a Ticket Restaurant benefit & unlimited beverages and coffee for free at the office (with many types of milk alternatives) because we like our eDOers happy and healthy.New to the city? We also offer great relocation packages.Additional prizes and awards for a variety of team and individual achievements.Fun at work: at eDreams ODIGEO, work and fun go hand in hand!Come dream with us and join us now! We are an equal opportunity employer and value diversity at our company. We do not discriminate on the basis of race, religion, color, national origin, gender, sexual orientation, age, marital status or disability status.
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