Workforce Planner (6 months)

At Booking.com, our mission is to make it easier for everyone to experience the world. And while that world might feel a little farther away right now, we’re busy preparing for when we are all ready to travel once more. With strategic long-term investments into what we believe the future of travel can be, we are opening career opportunities that will have a strong impact on our mission.

Booking.com Customer Service (CS) department is looking for a Workforce Planner to join our multinational team based in our global HQ in Amsterdam with a fixed contract for 6 months.

This role is responsible for providing accurate resource scheduling demands for all Line Of Business (guest, partner and support staff) for each EPS Partner and internal sites. You will be responsible for detailed weekly reporting and verification of scheduled vs demand requirements and execution of the monthly scheduling process. You are encouraged to work cross-functionally with global peers by building a positive relationship with global WFM Service Delivery teams and EPS partners with the ability to make recommendations to management using data to support the proposal.

B.Responsible

• Performs detailed weekly and monthly scheduling process
• Language ownership for providing detailed resources needs to EPS Partners
• Ownership of EPS external and internal LOB’s, providing weekly and monthly scheduling requirements
• For Booking internal LOB’s; responsible for  generation and publishing of schedules, planning and processing holiday requests, and administers changes to the work schedules including planned downtime
• Assists/collaborates with WFM SD Management to achieve and maintain Key Performance Indicators
• Partners with Real Time Analysts and Deployment team to ensure resources are scheduled to manage workload
• Leads weekly schedule vs demand meetings with EPS Partners
• Provides reporting, analytics and feedback adhering to the agreed-upon timelines
• Analyzes partner reports and identifies key indicators impacting SD
• Troubleshoots, reports errors and follows the escalation process
• Maintains, collects, and tracks processes in standard formats (SOP’s and process maps)
• Identifies potential staffing issues to ensure SD targets are met by using the extensive demand vs scheduled verification process
• Enable best practice sharing, identifying efficiencies proposing recommendations to management

B.Skilled

• At least 1-3 year of experience in Workforce Planning/Management
• Strong written & verbal communication and presentation skills 
• Ability to collaborate closely with internal and external stakeholders
• Outstanding analytical and problem solving skills with the ability to identify trends and patterns in data
• Ability to work with global teams
• Process driven
• Intermediate to sophisticated knowledge/experience with Microsoft Word,  Microsoft Excel  and google platform required.
• Excellent time management skills, ability to work within a structured timeline
• Excellent interpersonal skills, optimally balancing multiple projects and working effectively with management, external partners  and employees at all levels
• Prior workforce experience and service delivery planning and modeling is helpful 
• Strong communication, ability to hand off tasks and accept hand offs due to multiple time zones
• Eligible to work in the Netherlands without visa sponsorship (We don’t provide relocation and/or visa support for this role)

 

Company:

Booking

Tagged as: Amsterdam