Senior Workforce Management Analyst

<h3><strong>About GetYourGuide</strong></h3> <p><span>GetYourGuide is the globally leading marketplace for unforgettable travel experiences. Travelers use GetYourGuide to discover the best things to do in a destination. Since its founding in 2009, people from all over the world have booked more than 150 million tours, activities, and attraction tickets through GetYourGuide. Powered by a global team of over 800 travel experts and technologists, we are headquartered in Berlin and have 17 local offices around the world. Visit </span><a href="https://getyourguide.careers"><span>our careers website</span></a><span> to learn more.</span></p> <h3><strong>Team mission</strong></h3> <p>We are looking for a Senior Workforce Management Analyst to join our Operational Excellence team and report to the Workforce Management and Operational Analytics Manager. </p> <p>The role comprises working across Customer Care Operations to support the delivery of long-term, medium-term, and short-term Workforce Planning, Forecasting, and Budget planning outputs. In addition, you will contribute to the development and execution of a worldwide setup, with six workforce hubs spread across Europe, APAC, and LATM, as well as multiple channels such as phone, email, live chat, WhatsApp, social, and back-office.</p> <p><strong>Role Purpose &amp; Dimensions:</strong></p> <ul> <li>Prepare customer care operations workforce management capacity plans.</li> <li>Create Long Range to Short Range Workload forecasts (monthly, weekly, daily, intraday/interval)</li> <li>Manage financial aspects of forecasting and planning, and optimise resource allocation to ensure cost-efficiency and financial stability</li> <li>Bring industry experience and best practices to drive strategic improvements in WFM </li> <li>Drive agent performance by building out and utilizing processes for performance management</li> <li>Maintain and improve the Workforce Management toolset to support best practices within your team and the organization.</li> <li>Maintain a clear audit trail, variance analysis, scenario modeling, and actionable recommendations for optimization.</li> </ul> <p><strong>Nice to haves: </strong></p> <ul> <li>Experience implementing and using machine learning Forecasts</li> <li>SQL and/or Python to do data analysis/manipulation and provide actionable insights and recommendations to management based on derived insights </li> </ul> <p><strong>What we are looking for:</strong></p> <ul> <li>At least five years experience in Workforce Management, preferably for large, multi-site, multi-functional &amp; global organizations.</li> <li>An in-depth understanding of forecasting methods and a natural acumen, interest, and flair for using data and creating forecasting models.</li> <li>Expert in Google/Excel sheets with the ability to demonstrate using multiple data sources to develop and produce forecasts and get insight from large data sets.</li> <li>Possess excellent stakeholder management and communication skills, including report writing and verbal skills involving building a narrative, diplomacy, and persuasion. </li> <li>You are customer-centric and able to make resourcing decisions based on customer needs.</li> <li>Ability to respond and adapt quickly to changes with outside-the-box thinking. </li> </ul> <p><strong>Even better if:</strong></p> <ul> <li>You have B2B Experience in previous forecasting and planning roles. </li> <li>Experience with Zendesk and Zendesk WFM tooling. </li> <li>Advanced ability in applied mathematics, statistics, scenario modeling, demand modeling, and analysis.</li> </ul> <h3><strong>How we set you up for success:</strong></h3> <ul> <li>Invest in your development with an annual personal growth budget</li> <li>Enjoy flexibility with a hybrid work-from-home and telecommuting policy</li> <li>Save on transportation costs with discounted public transportation tickets</li> <li>Support your loved ones with generous maternity and paternity leave policies</li> </ul> <p>And more...</p> <h3>We look forward to hearing from you</h3> <p><span>Unlock your full potential and join our mission to create unforgettable experiences for millions around the world. If you have the skills and passion for joining our team, we invite you to apply by submitting your CV/resume in English through the form below. Check out <a href="https://www.getyourguide.careers/how-we-hire" target="_blank">how we hire</a> for tips and visibility into our process and check out<a href="https://www.getyourguide.careers/life-at-getyourguide"> life at GetYourGuide.</a> If you have any further questions, please do not hesitate to contact us via <a href="mailto:jobs@getyourguide.com" target="_blank">jobs@getyourguide.com</a>.</span></p> <h3><strong>We are an equal-opportunity employer</strong></h3> <p><span>Our commitment is that every qualified person will be evaluated according to skills regardless of age, gender identity, ethnicity, sexual orientation, disability status, or religion. P