Lead Workforce Management

Company Description

Launched in 1998, this pioneering British-born brand has specialised in creating amazing experiences and unforgettable memories - from hotels, city breaks and holidays to theatre, entertainment and spa days. Experts in brightening up online travel, lastminute.com is among the worldwide leaders in the field, helping hundreds of thousands of customers every year find, and do, "whatever makes them pink".

lastminute.com is part of lm group, publicly traded multinational Group, among the worldwide leaders in the online travel industry. Every month, the Group reaches across all its websites and mobile apps (in 17 languages and 40 countries) 60 million unique users that search for and book their travel and leisure experiences. More than 1,200 people enjoy working with us and contribute to provide our audience with a comprehensive and inspiring offering of travel related products and services.

At the heart of our culture is a commitment of inclusion across race, gender, age sexual orientation, religion, gender identity or expression and accessibility. We strongly believe in an equal opportunity space, which is welcoming and celebrates the uniqueness of everyone who works here. We value different lived experiences and respect viewpoints, as we know unicity drives innovation. We want to make sure our people reflect the communities across the world we help travel.

Job Description

Skills Required

  • The position will primarily cater to the following responsibilities. However, it may keep on changing depending on the business requirement. 
  • Responsible for managing end to end WFM for any given client/ account.
  •  Able to work with minimum supervision and do various analyses for internal and external. 
  •  Create the best capacity plan for business.
  •  Provide real-time monitoring via available tools.
  •  Provide daily/intra-day performance reports to leadership.
  •  Perform continual analysis of current performance (noting recent historical trends) and conduct real-time re-forecasting to make necessary adjustments in staffing plans and coordinate with Operations teams to achieve service level goals/business objectives 
  •  Maintain constant communication with Operations teams to coordinate needed staffing adjustments based on current and forecasted results.
  •  Generates and evaluates staffing schedules, and ensures data updates in the scheduling system. Generates short and long-term staffing models and provides recommendations based on analysis.
  •  Develop, improve and optimize work assignment, prioritization logic to manage work.
  •  Work with Operational Management to design and agree on service protection strategies, ensuring buy-in and commitment at all levels allowing the Real-Time team to support the customer experience at all times.
  •  Provide real-time escalation, recovery, and restoration capabilities for any failure of service; notify any major issues to Workforce, Capacity, and Operations leaders ensuring the right people know of the incident at the right time.
  •  Constantly review existing processes and research new ones for possible automation improvements or enhancements, designing and installing special project improvements or enhancements whenever necessary.
  •  Works as RTA and Analysts to drive daily performance calls for business status, reports, and metrics, reviewing them daily for trends and potential problems at all levels.

Qualifications

  • Complete understanding of overall operational activities including phone, email, chat, community, and social media support
  • Must have a good working knowledge of Excel and other Windows-based programs (Word, PowerPoint, etc.), and have the ability to organize/analyze data in a structured manner.
  • Minimum of two years of experience in performing WFM functions (specifically real-time management) in a multi-department/site contact center environment required.