Resource Planner - Customer Service - Remote

Overview

The Resource Planning department at Booking.com is looking for a Scheduling Analyst to manage staffing needs for the customer service centre, ensuring effective scheduling and communication across teams.

In Short

• Plan and deliver effective scheduling for customer service.
• Monitor factors impacting staffing demand.
• Communicate workforce planning concepts to all levels.
• Conduct trend analysis to identify risks and opportunities.
• Allocate overtime budgets based on demand.
• Improve working patterns and service levels.
• Collaborate with Real Time Analysts for schedule management.
• Understand key contact centre metrics.
• Utilize Workforce Management software applications.
• Strong analytical skills and attention to detail required.

Requirements

• Solid understanding of contact centre metrics.
• Collaborative and influential communication skills.
• Experience in resource planning and scheduling.
• Knowledge of Workforce Management software (TeleoptI/Calabrio).
• Excellent analytical and detail-oriented skills.
• Proficient in Microsoft Office suite.

Benefits

• Opportunity to contribute to a leading travel platform.
• Support for career development and growth.
• Work-life balance initiatives.
• Collaborative team environment.
• Engagement with diverse operational stakeholders.