Manager, Workforce Planning & Program Management

Job Description

Role Overview:Expedia Group is looking for a strategic and hands-on Manager of Workforce Operations & Program Management to lead real-time workforce functions and drive key WFM programs and initiatives across the contact center network. This role involves blending operational leadership with program oversight to ensure service goals are met, staffing is optimized, and workforce strategies support growth and efficiency. As a key member of the Workforce Management (WFM) leadership team, you will oversee real-time operations, manage programs, and lead a team of Workforce Analysts to achieve operational excellence.Key Responsibilities:- Lead the real-time management (RTM) function, optimizing agent availability, workload balancing, and queue performance.- Monitor intraday service levels, adjust staffing allocations, and routing strategies to meet operational targets.- Identify and respond to real-time incidents, escalating as needed and implementing recovery actions.- Evaluate call routing logic and queue prioritization for optimization opportunities.- Own cross-functional WFM programs such as scheduling standardization, performance monitoring, and policy refinement.- Develop staffing models and capacity plans in collaboration with Contact Center Managers and Finance teams.- Build and maintain dashboards, trend reports, and performance analytics for workforce planning and decision-making.- Track program success through defined KPIs and lead continuous improvement efforts.- Hire, coach, and develop a high-performing team of Workforce Analysts.- Establish performance expectations and development plans to enhance analytical capability and business acumen.- Foster a collaborative environment that drives innovation, ownership, and operational excellence.- Collaborate with Product, IT, and Telecom teams to resolve system issues affecting agent availability.- Support leadership with ad hoc analysis, root-cause investigations, and real-time dashboards for operational decisions.Qualifications Required:- 8 years of experience in Workforce Management, with at least 5 years in Real-Time Management leadership roles.- Proven experience leading programs or strategic initiatives in WFM or operations.- Deep expertise in WFM tools, intraday dashboards, reporting systems, and contact center technologies.- Analytical and solutions-driven with the ability to interpret complex data for operational strategy.- Strong program management skills to execute outcomes across multiple workstreams.- Effective communicator and influencer with experience presenting to senior stakeholders.- Highly organized, detail-oriented, and capable of thriving in a dynamic, fast-paced environment. Role Overview:Expedia Group is looking for a strategic and hands-on Manager of Workforce Operations & Program Management to lead real-time workforce functions and drive key WFM programs and initiatives across the contact center network. This role involves blending operational leadership with program oversight to ensure service goals are met, staffing is optimized, and workforce strategies support growth and efficiency. As a key member of the Workforce Management (WFM) leadership team, you will oversee real-time operations, manage programs, and lead a team of Workforce Analysts to achieve operational excellence.Key Responsibilities:- Lead the real-time management (RTM) function, optimizing agent availability, workload balancing, and queue performance.- Monitor intraday service levels, adjust staffing allocations, and routing strategies to meet operational targets.- Identify and respond to real-time incidents, escalating as needed and implementing recovery actions.- Evaluate call routing logic and queue prioritization for optimization opportunities.- Own cross-functional WFM programs such as scheduling standardization, performance monitoring, and policy refinement.- Develop staffing models and capacity plans in collaboration with Contact Center Managers and Finance teams.- Build and maintain dashboards, trend reports, and performance analytics for workforce planning and decision-making.- Track program success through defined KPIs and lead continuous improvement efforts.- Hire, coach, and develop a high-performing team of Workforce Analysts.- Establish performance expectations and development plans to enhance analytical capability and business acumen.- Foster a collaborative environment that drives innovation, ownership, and operational excellence.- Collaborate with Product, IT, and Telecom teams to resolve system issues affecting agent availability.- Support leadership with ad hoc analysis, root-cause investigations, and real-time dashboards for operational decisions.Qualifications Required:- 8 years of experience in Workforce Management, with at least 5 years in Real-Time Management leadership roles.- Proven experience leading programs or strategic initiatives in WFM or operations.- Deep expertise in WFM tools, intrad

Keyskills :
Workforce ManagementProgram ManagementAnalytical skillsProgram managementCommunication skillsRealTime ManagementWFM toolsIntraday dashboardsContact center technologiesInfluencing skills