• Job Description

  Req#: 2473386

  Forecasting and Capacity Planning Analyst

  About the company

  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.
  
  We are passionate about helping people travel. They see challenges as opportunities. And they’re always ready for change. We’d love to add to that team with a Forecasting & Capacity Planning Analyst in Manchester.

  Job summary

  The Regional Capacity Planner is a key function in the Workforce planning cycle. This role is vital to the foundation for all WFM planning and ultimately the performance of Customer Services. The regional Capacity planner is responsible for the recruitment and placement of between 300 and 1500 FTE across the globe annually (dependent on the region) This role is responsible for the delivery and coordination of global recruitment targets. This role coordinates with our regional recruitment teams, training and operational collaborators, and external vendors balancing challenging demands to ensure we deliver to our resourcing requirements.

  B. Responsible

  • Oversee the Regional Customer Service process of Capacity Planning delivery; Including Placement of resources within the required timescales and language strategy and balancing the needs of Senior partners (site leaders), local laws, recruitment, training teams to deliver the resource as required by Global Resource planning
  • Working together with the Global Forecasters and capacity planners to create detailed and clear recruitment plans per language, shift and location;
  • Develop multiple staffing scenarios and account for unforeseen challenges or changing business requirements;
  • Review, design and implement attendance patterns to meet business coverage needs
  • Liaise with WFM partners, Operations, Partner Services and HR/Recruitment on correct implementation and execution of the staffing plan;
  • Maintaining and handling desk capacity within the region
  • Streamline and improve current regional processes, change management;
  • Identify and resolve potential staffing issues working across functions to do so
  • Reacting to changing budgetary circumstances
  • Maintain collection and tracking processes for relevant data;
  • Maintain appropriate records of staffing decisions and changes on a regular basis;
  • Provide a variety of timely reports to management;
  • Produce and/or support Team leaders on ad hoc projects

  B. Skilled

  • 3-5 years experience in a Workforce Management function is required
  • Highly organized and proactive
  • Prior Workforce analytic experience and service delivery modeling is preferred
  • Strong communication skills are required as collaborators range from team members through to Snr operational management
  • Excellent time management skills and personal efficiency
  • Proven track record of being able to balance business needs versus employee needs
  • Problem solving skills
  • Ability to prioritize workload and work on own initiative
  • Cost focused
  • Excellent negotiation skills
  • Experience working in a multi-site contact center environment
  • Experience in contact center management using workforce staffing methodology & strategies;
  • Solid understanding of Workforce Planning software (i.e. Teleopti, NICE, Verint, etc);

  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.

  Benefits
  

  • 25 vacation days (rising to 28) to go exploring
  • Private health insurance
  • Generous accommodation discount, so you can explore for less
  • Pension with up to 10% matched company contribution
  • Huge learning and development platform tailored to you
  • Shopping and leisure discounts through Perkbox
  • Competitive parental/adoption leave
  • Hybrid way of working
  • Brand new innovative Office space with free restaurant-quality breakfast and lunch options
  • Wellbeing focus
  • Mental health first-aiders and free support

  Pre- Employment Screening:
  
  If your application is successful, your personal data may be used for a pre-employment screening check by a third party as permitted by applicable law. Depending on the vacancy and applicable law, a pre-employment screening may include employment history, education and other information (such as media information) that may be necessary for determining your qualifications and suitability for the position.

• About the company

  Explore the world with Booking.com. Big savings on homes, hotels, flights, car rentals, taxis, and attractions – build your perfect trip on any budget.

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