Forecasting Analyst, Staff Planning
Saint John, New Brunswick, CA
Wyndham Hotels & Resorts is now seeking a Forecasting Analyst, Staff Planning to join our team in Saint John, New Brunswick.
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
We have an exciting career opportunity available for a highly motivated Forecasting Analyst, Staff Planning to work as part of our Workforce Management team. The Forecasting Analyst forecasts call arrival patterns and builds short and long-term staffing plans. You will adapt scheduling plans to meet business unit goals and objectives, requiring a detailed understanding of the operations centre’s staffing availability and call volumes. Your analytical skills will support the operation for all inbound call types as well as off phone work. The Forecasting Analyst will facilitate daily reviews of prior day results, identifying variances and make recommendations for short term plans. In this role, you are empowered to make decisions in managing daily staffing levels and requirements, to ensure service commitments and labor efficiency targets are achieved. You will analyze contact centre trends with call volume arrival, schedule distribution, staff productivity, staff allocation, and other information to optimize business performance.
What you'll do
- Monthly, weekly, daily, and half-hourly forecasting of inbound call volumes and staffing requirements based on historical call trends and business growth objectives.
- Properly forecast and account for growth due to seasonal variations and special events.
- Maintains Special Day calendar (call campaigns, email drops, outages, holidays, etc.) and ensure that impacts to the business are captured, analyzed and recommendations on staffing are delivered in a timely manner.
- Prepare recommendations based upon analysis, data and input from users and departmental management.
- Partner with other teams to understand the key drivers of volume and incorporate them into forecasting and planning.
- Data analysis, trending, and understanding call center performance reports.
- Identifies and recommends process improvement opportunities to improve productivity, performance and customer satisfaction.
- Work closely with the Staff Planning Team and participate in discussions with WFM leadership to provide site specific trend analysis and schedule recommendations to support network needs.
- Communicate opportunities to individual sites to ensure recommendations are implemented in an accurate and timely manner.
- Make site specific, business impacting decisions regarding staffing issues including overseeing the creation of New Hire schedules within all our Business Units, the allocation of PTO, extra time, voluntary time off, schedule exceptions, Paid Time on the Phone, and rescheduling options based on network coverage analysis provided.
You'll be successful if you have
- A high level of focus on accuracy and detail, preferably in a multi-site contact centre or staff-planning environment.
- Problem solving skills with demonstrated experience working in a fast-paced environment,
- Excellent verbal and written communication skills to effectively interact with team members and leadership are vital to your success.
- Proactive thinking and the ability to recognize patterns and trends are required.
Required Qualifications/Experience
- Minimum of one-two years of experience in an analytical field with a high level of focus on accuracy and detail, preferably in a multi-site call center or staff-planning environment.
- Ability to recognize patterns and trends is required
- Ability and desire to work independently and as part of a team to solve complex problems in a fast-paced environment
- Working knowledge of Microsoft Access, Excel, and Word
- Experience working with NICE IEX WFM version 6.0 or higher and the Five9 phone system would be an asset
The closing date to apply for this position is Monday, October 7, 2024
COMPANY OVERVIEW:
Wyndham Hotels & Resorts is the world’s largest hotel franchising company by the number of properties with approximately 9,200 hotels across over 95 countries on six continents. Through our network of approximately 872,000 rooms appealing to the everyday traveler, Wyndham commands a leading presence in the hospitality industry. Headquartered in Parsippany, N.J. with offices around the world in London, Shanghai, Buenos Aires, Dubai and more, Wyndham employs more than 2,000 corporate team members worldwide who are dedicated to the Company’s mission of making hotel travel possible for all. Supporting thousands of franchisees and a growing global portfolio of 24 hotel brands—think household names like Wyndham, La Quinta, Ramada, Days Inn and Super 8—Wyndham team members are a widespread group of individuals with diverse interests and backgrounds. Our unique Count on Me culture, commitment to flexibility and core values of Integrity, Accountability, Inclusivity, Caring and Fun are just part of what continues to make Wyndham an award-winning best place to work.
Job Location: Saint John, 180 Crown Street, Saint John, New Brunswick NA
Employment Status: Full-time