Senior Manager, Workforce Real Time Adherence & Scheduling

$110,000 - $135,000/Yr

Priceline - Dallas, TX

Full-time - Senior

Hybrid - Dallas, TX

Administrative and Support Services

About the position

The Senior Manager for Real-Time Adherence/Scheduling will lead the Workforce Management team, focusing on real-time KPIs and global site performance. This role involves overseeing scheduling functions and managing both direct and indirect team members, ensuring effective communication and continuous improvement in operations across multiple countries and lines of business. The position is pivotal in enhancing agent and customer satisfaction while adapting to the dynamic travel industry.

Responsibilities

• Manage a team of direct reports, balancing workload and supporting personal growth.
• Monitor and manage business KPIs in collaboration with site partners to focus on core business goals.
• Provide real-time recaps of overall KPI performance to key stakeholders, addressing any performance issues with data support.
• Collaborate with Business Data and Operations teams for comprehensive analysis of call patterns and activities, providing real-time guidance for productivity and efficiency.
• Partner with Workforce Forecasting & Capacity Planning to incorporate current trends into forecasts and training plans.
• Oversee global staff planning activities across multiple vendor relationships and contact channels, fostering collaboration to address gaps.
• Review current performance against historical trends and communicate relevant findings to stakeholders for action.
• Administer volume contingency action plans as necessary and assist in irregular operation planning.
• Validate and assist in vendor invoice processing to ensure alignment with planned expenses.
• Build vendor/client relationships with open communication to foster team growth and improvement.
• Develop training materials and reference documents for internal and external WFM teams.
• Act as Workforce Subject Matter Expert for WFM tools and collaborate with the Technology team for implementations.

Requirements

• 10+ years of experience in WFM Real-Time Adherence.
• 6+ years of experience in Scheduling.
• 10+ years of experience in a contact center environment.
• Advanced level Microsoft Excel skills, including advanced formulas and report creation.
• VBA (macros) expertise is an asset.
• Experience with Verint, AWS, IEX, CMS, Avaya, Symposium, Blue Pumpkin is an asset.
• Ability to multitask and produce reports for extended durations.
• Strong interpersonal and communication skills to engage with diverse stakeholders.
• Demonstrated decision-making and complex problem-solving skills.

Nice-to-haves

• Experience in a global workforce management environment.
• Familiarity with additional workforce management tools and technologies.

Benefits

• Competitive base salary ranging from $110,000 to $135,000.
• Potential eligibility for an annual bonus and/or equity grant.