Analyst, Intraday

Why Wyndham?

By joining Wyndham Hotels & Resorts, you will play an integral role in our mission to make hotel travel possible for all. You’ll be part of the largest hotel franchise company in the world, where we strive to deliver the best value to our owners and guests. Most importantly, you’ll be entrusted to live our unique Count on Me culture, set by our core values of integrity, accountability, inclusive, caring and fun. At Wyndham, we provide all team members the opportunity to grow through best-in-class training and career development, leadership training, mentorship opportunities and educational support.  Supporting our team members is a top priority, which is why we offer competitive compensation and benefits, vacation, team member appreciation days, workplace flexibility and much more.  At Wyndham Hotels & Resorts, we value and embrace a culture of diversity, equity and inclusion that supports team members of all backgrounds and experiences. We can’t wait to welcome you!

The Role

The Intraday Analyst actively and consistently supports all efforts to simplify and enhance the customer experience within General Reservations, Wyndham Rewards, and Customer Care. Analysts will review, analyze and assess Volume and FTE forecasts to ensure the forecasts are accurate given recent results, trends in contact volume and AHT, absenteeism and attrition. This role is responsible for updating intraday (interval) contact volume and average handle time for all call types and contact centers based on global forecasts and real-time trends. Intraday Analysts will make manual adjustments in IEX Totalview to account for out-of-pattern days, including days after holidays, events, or outages. They will partner with all sites to provide specific direction and schedule recommendations to ensure a positive customer experience.

What you'll do

• This position makes real time decisions that impact staffing, by implementing either under or extra time targets to ensure interval customer experience levels are met.
• Monitor and manage intraday staffing in internal and outsourced contact centers to ensure balancing of staff requirements and compliance to outsourced contracts. Provide guidance and coordinate with outsourced partners in administering real time overtime and voluntary time off activities.
• Communicate with internal operation teams and outsource partners to identify trends in absenteeism, turnover, and other events impacting staffing availability.
• Make real time adjustments to staffing forecasts in IEX Totalview, including shrinkage, to provide the most accurate and up-to-date view of staffing forecast to requirements.
• Instruct and coordinate optimal intraday scheduling of team meetings, supervisor coaching sessions, training and other scheduled off-phone (shrinkage) activity.
• Develop and communicate intraday customer experience and efficiency analysis to highlight events that cause interruption of service. Such analysis should be thorough, self- explanatory, and detailed as to the cause (location, site impacted, duration, trouble ticket number, posting of an announcement), the quantified impact (both for the interval(s) and day), and expected time for resolution.
• Interact with WHR Incident Management when call routing and/or SVA/Five 9 issues are presented so the impact is fully scoped, the proper escalation paths are followed for timely resolution, staffing adjustments are facilitated, and communication paths remain open until resolution is obtained.
• Work with all WFM departments to assess and analyze all activities in the post day period, recommend action plans to strengthen results, and monitor the implementation of activities to achieve those results.
• This role is responsible to analyze prior day call interval reports (by 30 mins intervals) and drill down on variances to gain a better understanding and root cause and determine actions required-next steps to ensure a future positive Customer Experience.
• Identify opportunities related to contact center metrics and staffing and provide solutions that will mitigate the overall risk to the business. Continuously updating, reporting, and analyzing variables associated with meeting WHG Service levels.
• Improve the Real time functions by continuously identifying and developing ways to maximize the efficiency and effectiveness of the resource planning tools (i.e. Five 9,Omni Supervisor in Salesforce, and IEX Totalview).
• Skill-Based Routing: This position is responsible to ensure the highest skilled associate is available to handle each call resulting in a reduced average call handling time (cost effective), leading to a positive customer experience.

You'll be successful if you have

•    Analytical and/or statistical experience preferably in a call center environment. Bachelor's degree in statistics, business, related field or equivalent experience.

•    Working knowledge of Five 9 and Totalview IEX is highly preferred
•    Ability and desire to work independently and as part of a team to solve complex problems in a fast-paced environment
•    Must be well organized and systematic in work processes

•    Ability to analyze and interpret data

•    Ability to communicate orally and in writing in a clear and straightforward manner
•    Ability to communicate with all levels of management and company personnel
•    Ability to handle multiple projects and tasks and maintain confidentiality
•    Office environment with 24-hour service capability
•    Ability to recognize patterns and trends is required
•    Advanced ability in MS Excel

Required Qualifications/Experience

• Minimum of a 2-year degree, post high school. 
• Bachelor's degree in statistics, business, or a related field preferred- or equivalent experience.
• Minimum 3-5 years of workforce management/command center experience