Global Forecast Manager of Workforce planning London or Prague


Place of work
London, Prague, Czech Republic, Great Britain
Contract type

Information about the position

Job description, responsibilities and duties

The Global Planning and Analysis team within Expedia's Global Supply Operations (GSO) is looking for an experienced Workforce Planning professional to join our team as the Global Forecast Manager for EMEA.
You will become a leader with validated results in enabling and fostering innovation within the contact center and back office workforce planning tasks and functions, including Forecasting, Capacity Planning, Resource Planning and Scheduling.

You will be Mentoring our team of analysts to support achievement of SLA targets EMEA operations within GSO, ensuring the team meets and exceeds the expectations of our operations partners and other key partners.

We will help you gain a profound understanding of the EMEA operation and we will work together to develop you as a key advisor to the Operations Leadership Team.

General Responsibilities:

-Lead demand planning efforts for the EMEA region by updating models, presenting key findings, recommending forecast, and gaining approvals from business owners, Finance, etc.
-Hire, train and actively manage personal development of a team of Sr Analysts to lead the long and short-rage forecasting processes.
-Lead efforts to update business and gain approvals for contact center staffing forecasts.
-Provide key input to the quarterly headcount forecast by liaising with both the Finance and Operations teams to ensure accurate and timely completion of all forecast deliverables.
-Lead weekly/monthly/quarterly forecast and performance reviews with the management team, and recommend appropriate course of action to achieve service level goals.
-Provide training and direction to Resource Planning Analysts for their assigned tasks including maintaining call volume interval forecasts within Aspect eWFM, daily//weekly/monthly skilling assignments in both Avaya and Salesforce Omni, capacity planning, schedule maintenance, shrinkage management and assisting daily operations of the EMEA contact centers.

Requirements for the employee

Candidates with education suit the position

University education (Bachelor's degree)
University education (Master's degree)
Postgraduate (Doctorate)

Educational Specialization

Analysis, Compliance & Consultancy

Language skills

English - Upper intermediate (B2)

Personality requirements and skills

-Meaningful demand planning and forecasting experience.
-Substantial experience with capacity and resource planning.
-Substantial experience using a workforce management system, preferably Aspect eWFM 7.0 or higher.
-Experience managing a group of workforce planning analysts.
-Outstanding verbal and written communication, and ability to present and gain consensus with a large group of directors and above.
-Outstanding decision making ability.
-Ability to work independently.
-Outstanding analytical skills and ability to see trends and patterns in data.
-Advanced Microsoft Excel skills required, SQL db experience, a plus.
-Call Center operations and/or leadership and/or travel industry experience.
-Ability to collaborate and influence managers and above.
-Financial experience.
-Regular Travel (up to 15%) required


Brief description of the company

Our mission is to revolutionize travel through the power of technology.Collectively, the Expedia brands cover virtually every aspect of researching, planning, and booking travel, from choosing the best airplane seat, to reading personal travel reviews of hotels, to planning what to do in a destination once you arrive. The Expedia portfolio serves both leisure and business travelers with tastes and budgets ranging from modest to luxury. Expedia delivers consumer travel demand from nearly every continent to nearly 140,000 hotels and hundreds of airlines, tour operators, car rental companies and destination services supply partners. Please visit company website to learn more about our travel brands.

Company address

- Prague
ID: 3213553   Dátum zverejnenia: 12.10.2017