Senior Manager, Workforce Management, Forecasting

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Senior Manager, Workforce Management, Forecasting 

As one of the largest teams within Expedia Group, the Traveler & Partner Services Platform (TPSP) unites global, front-line support for Expedia Group’s travelers and supply partners across all EG brands and strategic partnerships.  

TPSP is looking for a proven WFM professional to lead teams of Forecasters supporting various operations functions from our WFM center-of-excellence that provides end-to-end workforce management services across the EG enterprise. This leader must possess strong WFM experience in a contact center environment, with analytical insight, strong business acumen, and an ability to partner with and influence leaders across multiple teams and levels in EG. You will be the leader of a globally distributed and diverse team of WFM professionals, responsible for key functions within a wider WFM team that provides planning services in support of thousands of front-line vendor agents and internal EG employees.  

As an ideal candidate, you must be both analytically and operationally oriented, be able to input to strategic thinking, and have a strong background in working in fast paced and complex WFM programs and processes, identifying key metrics to drive improvements and hiring and developing the next generation of skilled WFM professionals. 

Workforce Management at Expedia Group is a collaborative and consultative process and the ability to communicate the value and ROI of WFM support is a “must-have” and will be a critical in contributing to this team’s continued success. 

What you’ll do:  

• Increase demand forecast accuracy 

• Ensure consistent, industry-leading service level achievement 

• Enable rationalization of operational efficiencies within the WFM capacity models 

• Improve WFM team productivity through automation & standardization 

• Develop world-class WFM employees and leaders 

• Lead and develop a set of WFM teams responsible for generating accurate forecasts of volume, workload and resource requirements that balance the cost and service level goals of the company 

• Act as a collaborative peer within the WFM leadership team to deliver connected, aligned, and end-to-end service delivery 

• Act as a strategic partner for TPSP & other EG divisional leaders 

• Help design and implement traveler and partner-centric WFM strategies and processes 

• Evangelize WFM capability & value proposition to ensure continued end-to-end support from stakeholders  

• Empower your WFM direct reports to develop as effective leaders and/or grow as WFM professionals 

• Maintain a collaborative team culture focused on delivering increasing value through world-class planning and execution 

• Collaborate with Operations, Sales, Strategy, Product & Technology leaders across Expedia Group to drive improvements to agent, traveler, and partner experiences 

Who you are:  

• We are looking for a leader with wide (8+ years) experience in workforce management teams for large-scale enterprises, including leadership of these capabilities for at least 3 years 

• Mastery of end-to-end WFM processes supporting both internal and vendor agent populations and spanning the entire WFM cycle, with specific and proven experience in long-term demand planning 

• Entrepreneurial orientation with a demonstrated willingness to embrace new and innovative developments within the WFM discipline & contact center industry 

• A highly motivated, hands-on leader with demonstrated ability to drive increased productivity within their organization while supporting and enabling business transformation 

• Proven capability to develop WFM professionals with strong communicative, interpersonal and people development skills 

• Must possess a strong ability to communicate effectively across all levels of the organization as well as conceptualize programs, benefits and the associated risks including financial impact or benefit 

• Demonstrated problem solving, confidence and quick decision-making capability