About the position
The WFM and Payroll Analyst plays a crucial role in the development and management of the Workforce Management (WFM) tool, focusing on forecasting and scheduling to optimize operational efficiency. This position requires close collaboration with Reservations Leadership to support various operational functions, including the production of statistical information on compliance and operational indices. The analyst will be responsible for monitoring payroll for up to 200 hourly employees, ensuring accurate time adjustments, incentives, and approvals are processed in a timely manner. Reporting responsibilities will encompass all aspects of the business, from payroll management to call forecasts and labor budgets. This role is designed for a proactive leader who can motivate and develop team members while driving performance improvements across the division. The analyst will be tasked with providing direction in WFM system development, statistical modeling, and post-performance analysis to ensure that key performance indicators (KPIs) are consistently met based on historical trends and seasonal patterns. They will analyze scheduling trends and staff accordingly to achieve optimal cost-effectiveness and service delivery. Establishing a statistical baseline forecast for all departments is essential, along with clear communication of forecasted workloads and changes to the senior leadership team. The analyst will also partner with various departments, including Marketing and Revenue Management, to understand key drivers of volume and incorporate these insights into forecasting and planning. In addition to analytical responsibilities, the analyst will develop and produce reports to measure performance and analyze data, taking appropriate actions to improve results. They will proactively identify opportunities for business process improvements and facilitate the implementation of new initiatives to enhance call center operations. Training and support will be provided as needed to ensure successful execution of these initiatives.
Responsibilities
- Provide WFM system development, direction, forecasting, statistical modeling, scheduling, and post-performance analysis to ensure consistent achievement of KPIs.
- Support operations and reporting teams in analyzing historical trends and building forecast models for short- and long-term forecasts/budgets.
- Analyze trends relative to scheduling and schedule staff accordingly for optimal cost-effectiveness and operational efficiency.
- Establish a statistical baseline forecast for all departments and communicate forecasted workload changes to the Sr. Leadership team.
- Partner with Marketing, Revenue Management, and Operations to understand key drivers of volume for forecasting and planning.
- Develop and produce reporting to measure performance, analyze data, and improve results.
- Proactively identify and provide recommendations for new opportunities to improve business processes.
- Monitor and maintain payroll, time adjustments, incentives, and approvals for hourly team members.
- Facilitate and implement new initiatives and procedures to improve call center operations, providing training and support as needed.
Requirements
- College degree or related equivalent experience.
- 1-3 years of workforce management, production planning, analytical/reporting, or forecasting experience (Pipkins and Revinate experience a plus).
- MS Office Power User (Word, Excel, PowerPoint, Teams).
- Experience with WFM or Revenue Management Tool.
- Strong analytical skills with an emphasis on forecasting.
- Complex problem-solving, judgment, critical thinking, and decision-making skills.
- Ability to communicate complicated data and analytical problems to stakeholders and partners.
- Must maintain confidentiality about sensitive information.
- Bachelor's degree in Accounting, Finance, or similar.
- Contact Center experience.
- Familiarity with Pipkins, Revinate, PeopleSoft, Guest Connect, Inntopia, IQWare.
Nice-to-haves
- Experience with Pipkins and Revinate tools.
- Knowledge of Guest Connect and Inntopia systems.
Benefits
- Ski/Mountain Perks including free passes for employees and discounted lift tickets for friends and family.
- Employee discounts on lodging, food, gear, and mountain shuttles.
- 401(k) Retirement Plan.
- Employee Assistance Program.
- Excellent training and professional development opportunities.
- Health Insurance including Medical, Dental, and Vision plans for eligible seasonal employees after working 500 hours.
- Free ski passes for dependents.
- Critical Illness and Accident plans.
