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- Aufgaben: Join our team to optimize workforce planning and forecasting for customer care operations.
- Arbeitgeber: GetYourGuide is a leading marketplace for unforgettable travel experiences worldwide.
- Mitarbeitervorteile: Enjoy hybrid work flexibility, personal growth budget, and discounted public transport tickets.
- Warum dieser Job: Be part of a global team creating amazing travel experiences while driving strategic improvements.
- Gewünschte Qualifikationen: 5+ years in Workforce Management with strong data analysis skills and stakeholder management.
- Andere Informationen: We're an equal-opportunity employer committed to diversity and inclusion.
Das voraussichtliche Gehalt liegt zwischen 43200 - 72000 € pro Jahr.
Senior Workforce Management Analyst
About GetYourGuide
GetYourGuide is the globally leading marketplace for unforgettable travel experiences. Travelers use GetYourGuide to discover the best things to do in a destination. Since its founding in 2009, people from all over the world have booked more than 150 million tours, activities, and attraction tickets through GetYourGuide. Powered by a global team of over 800 travel experts and technologists, we are headquartered in Berlin and have 17 local offices around the world. Visit our careers website to learn more.
Team mission
We are looking for a Senior Workforce Management Analyst to join our Operational Excellence team and report to the Workforce Management and Operational Analytics Manager.
The role comprises working across Customer Care Operations to support the delivery of long-term, medium-term, and short-term Workforce Planning, Forecasting, and Budget planning outputs. In addition, you will contribute to the development and execution of a worldwide setup, with six workforce hubs spread across Europe, APAC, and LATM, as well as multiple channels such as phone, email, live chat, WhatsApp, social, and back-office.
Role Purpose & Dimensions:
- Prepare customer care operations workforce management capacity plans.
- Create Long Range to Short Range Workload forecasts (monthly, weekly, daily, intraday/interval).
- Manage financial aspects of forecasting and planning, and optimise resource allocation to ensure cost-efficiency and financial stability.
- Bring industry experience and best practices to drive strategic improvements in WFM.
- Drive agent performance by building out and utilizing processes for performance management.
- Maintain and improve the Workforce Management toolset to support best practices within your team and the organization.
- Maintain a clear audit trail, variance analysis, scenario modeling, and actionable recommendations for optimization.
Nice to haves:
- Experience implementing and using machine learning Forecasts.
- SQL and/or Python to do data analysis/manipulation and provide actionable insights and recommendations to management based on derived insights.
What we are looking for:
- At least five years experience in Workforce Management, preferably for large, multi-site, multi-functional & global organizations.
- An in-depth understanding of forecasting methods and a natural acumen, interest, and flair for using data and creating forecasting models.
- Expert in Google/Excel sheets with the ability to demonstrate using multiple data sources to develop and produce forecasts and get insight from large data sets.
- Possess excellent stakeholder management and communication skills, including report writing and verbal skills involving building a narrative, diplomacy, and persuasion.
- You are customer-centric and able to make resourcing decisions based on customer needs.
- Ability to respond and adapt quickly to changes with outside-the-box thinking.
Even better if:
- You have B2B Experience in previous forecasting and planning roles.
- Experience with Zendesk and Zendesk WFM tooling.
- Advanced ability in applied mathematics, statistics, scenario modeling, demand modeling, and analysis.
How we set you up for success:
- Invest in your development with an annual personal growth budget.
- Enjoy flexibility with a hybrid work-from-home and telecommuting policy.
- Save on transportation costs with discounted public transportation tickets.
- Support your loved ones with generous maternity and paternity leave policies.
We look forward to hearing from you
Unlock your full potential and join our mission to create unforgettable experiences for millions around the world. If you have the skills and passion for joining our team, we invite you to apply by submitting your CV/resume in English through the form below. Check out how we hire for tips and visibility into our process and check out life at GetYourGuide. If you have any further questions, please do not hesitate to contact us via .
We are an equal-opportunity employer
Our commitment is that every qualified person will be evaluated according to skills regardless of age, gender identity, ethnicity, sexual orientation, disability status, or religion. Please refrain from including your picture and age with the application.
Important notice: Protect yourself from recruitment scams
We want to ensure your safety during the application process. Please be aware of potential scammers impersonating GetYourGuide recruiters. Remember, GetYourGuide never requests payment or sensitive personal information during recruitment. All official job opportunities are exclusively posted on our Careers page. If you suspect fraudulent activity, report it to . Stay vigilant and protect yourself from recruitment scams.
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Senior Workforce Management Analyst Arbeitgeber: Zoomcar
Kontaktperson:
Zoomcar HR Team
StudySmarter Bewerbungstipps 🤫
So bekommst du den Job: Senior Workforce Management Analyst
✨Tip Number 1
Familiarize yourself with the latest trends in workforce management and forecasting methods. This will not only help you understand the role better but also allow you to speak confidently about how you can contribute to our Operational Excellence team.
✨Tip Number 2
Highlight your experience with data analysis tools like SQL and Python during your discussions. Being able to demonstrate your ability to manipulate data and derive actionable insights will set you apart from other candidates.
✨Tip Number 3
Prepare examples of how you've successfully managed stakeholder relationships in previous roles. Strong communication skills are crucial for this position, so showcasing your ability to build narratives and persuade will be beneficial.
✨Tip Number 4
Research GetYourGuide's customer-centric approach and think about how you can align your resource allocation strategies with customer needs. Showing that you understand our mission will demonstrate your fit for the role.
Diese Fähigkeiten machen dich zur top Bewerber*in für die Stelle: Senior Workforce Management Analyst
Tipps für deine Bewerbung 🫡
Tailor Your CV: Make sure to customize your CV to highlight your experience in Workforce Management, especially in large, multi-site organizations. Emphasize your skills in forecasting methods and data analysis, as these are crucial for the role.
Craft a Compelling Cover Letter: Write a cover letter that showcases your passion for the travel industry and your understanding of customer-centric operations. Mention specific examples of how you've driven strategic improvements in previous roles.
Highlight Technical Skills: Clearly outline your proficiency in tools like Google Sheets, Excel, SQL, and Python. Provide examples of how you've used these tools to create forecasts or analyze data in your past positions.
Showcase Communication Skills: Since excellent stakeholder management and communication skills are essential, include examples of how you've effectively communicated insights and recommendations to management in your previous roles.
Wie du dich auf ein Vorstellungsgespräch bei Zoomcar vorbereitest
✨Showcase Your Data Skills
As a Senior Workforce Management Analyst, your ability to analyze and manipulate data is crucial. Be prepared to discuss your experience with forecasting methods and tools like SQL or Python. Highlight specific examples where you've used data to drive decisions or improve processes.
✨Demonstrate Stakeholder Management
Excellent communication skills are key for this role. Prepare to share instances where you've successfully managed stakeholders, written reports, or built narratives that influenced decision-making. This will show your ability to navigate complex organizational structures.
✨Understand the Customer Perspective
Being customer-centric is essential. Think of examples where you've made resource allocation decisions based on customer needs. This will demonstrate your alignment with GetYourGuide's mission to enhance customer experiences.
✨Prepare for Scenario Modeling Questions
Expect questions related to scenario modeling and demand analysis. Brush up on your applied mathematics and statistics knowledge, and be ready to discuss how you've used these skills in previous roles to optimize workforce management.
