Customer Service Workforce Planner
Customer Service / Customer Service
Due to the continuous growth of the company, Booking.com is looking for an experienced and enthusiastic Workforce Planner to join our Customer Service team in Grand Rapids. The Workforce Planner is responsible for staffing and scheduling Customer Service Employees and Support Staff. You will also assist in processing reports and provide support for our Customer Service Department to ensure that we are meeting our Service level targets and goals. You will be responsible for building a strong relationship with the operation with the ability to make recommendations to management using data to support the proposal. Essential Functions: Accountable for managing span of control for North America sites; Accountable for planning and generating all downtime; Accountable for the preparation and publication of future schedules; Assist in the monitoring of AR workload; Administration of changes in the work schedule; Planning and processing of holiday requests; Creation of ad-hoc schedules; Partnering with Real Time Analysts and Deployment team to ensure resources are scheduled to manage workload; Identify and resolve potential staffing issues; Provide feedback for future language hiring needs as well as attrition reporting; Assist/collaborate with Customer Service Management to achieve and maintain Key Performance Indicators; Maintenance, collection, and tracking processes for relevant data; Maintain appropriate records of contacts and results on a daily basis; Timely provide a variety of reports; Identifies and resolves potential staffing issues to ensure service level targets are met by utilizing an extensive coverage examination process; Additional responsibilities and/or projects, as assigned. Required Skills: High School diploma or equivalent required; Previous experience in Workforce Planning/Management is required; Strong written & verbal communication and presentation skills are essential, ability to liaise with internal and external customers and stakeholders; Outstanding analytical skills with ability to see trends and patterns in data; Experience with Microsoft Word and Microsoft Excel required; Excellent organizational skills, effectively managing multiple projects and working effectively with management and employees at all levels; Ability to make decisions at times outside of black and white guidelines. Physical Demands While performing the responsibilities of the job, the employee is required to talk and hear. The employee is often required to sit or stand and to use their hands and fingers, to handle or feel. The employee is occasionally required to lift objects weighing up to 25 pounds from one level to another. Vision abilities required by this job include close vision. Behavioral Competences: Solution Oriented; Positive attitude; Proactive and willing to assist; Hands on mentality; Builds Collaborative Relationships; Business Awareness; Contributes to continuous improvement; Customer Focus; Open to change; Embrace Teamwork; Strong work ethic; Organized; Strong attention to detail; Analytical Focus; Work Environment The noise level in the work environment is usually quiet to moderate. Minimal travel required. The hiring company Booking.com Customer Service Center (U.S.A.) Inc. is one of Booking.com BV’s and/or BookingSuite BV’s support companies in United States. Booking.com Customer Service Center (U.S.A.) Inc. is looking for a Customer Service Workforce Planner. Booking.com BV is the company behind Booking.com™, the market leading online accommodation reservation service in the world. BookingSuite BV is the company which operates Booking.com’s™ newly established Accommodation Marketing Services division. All references to “Booking.com” refer to Booking.com BV.