Resource Planner - Customer Service

At Booking.com, we make it easier for everyone to experience the world. We began by taking hotel bookings online over 20 years ago and we’ve been shaping the travel industry ever since. Today, we’re building a platform that connects all parts of the trip – from accommodation to transport, tickets, tours and more.

From our Trips HQ in Manchester, our team helps people get where they want to go, anywhere in the world. Whether customers want the freedom of a car, the ease of a taxi or the economy of public transport, we make it all possible.

Our team is passionate about helping people travel. They see challenges as opportunities. And they’re always ready for change.

The Resource Planning department are looking to hire a Scheduling Analyst to join their existing team. Through the application of workforce planning methodologies, you will be responsible for planning and driving medium to short term resource strategies to meet our customer service centre staffing needs. You will monitor internal and external factors that impact staffing demand and make operational plans that lead the frontline business management team through the changes in resource needed. Operating as the principle communication link between workforce planning teams, and frontline management you are in constant communication with all levels of the business, and you will need to be able to explain workforce planning concepts in comprehensible terms.

Booking.com core values

• Own It
• Learn Forever
• Succeed Together
• Do the Right Thing
• Think Customer First

We are committed to giving you everything you need to take your career in the direction you want. With our core values we ensure you contribute to Booking.com’s mission in the best way you can.

The Focus:

Plan, organise and deliver effective scheduling that gives our customers great service, while allowing our frontline to enjoy a work/life balance that ensures that they are happy and productive.

We do this by:

• Work closely with the team to understand predicted demand and schedule accordingly.
• Trend analysis: identify opportunities/possible risks which would affect achieving business goals.
• Allocate overtime budgets accurately, in line with peaks in demand & staff shortfalls.
• Continually look to improve the logics of working patterns & liaise with operational stakeholders to ensure the best service levels possible.
• Work closely with our Real Time Analysts to ensure seamless management of schedules in both the pre-live and live environments.
• A solid understanding of key contact centre metrics (essential).
• Naturally collaborative and able to influence and present to operational stakeholders.
• Proven capability to balance conflicting requirements to produce practical and effective solutions – understanding the balance between customer and business needs is key.
• Previous track record of working with resource planning, scheduling & real time (multiple assignments and high volumes) is advantageous.
• A good understanding of Workforce Management software applications (Preferably TeleoptI/Calabrio).
• An excellent understanding of resource planning methodologies.
• Strong analytical mind with a superb eye for detail.
• A great working knowledge of Microsoft office suite.

Please apply with your CV and a Cover letter on one document with a brief explanation about your motivation for the role addressed to Liam Jewess.

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