Workforce Planner
domainAccor Global Reservation Centre
placeBarcelona, Barcelona, Spain
event_available05/05/25
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Job Description
Company Description
Would you like to work for a company where hospitality is a work of heart and you can be all you are?
Our purpose is to pioneer the art of responsible hospitality, connecting cultures with heartfelt care. With over 230,000 hospitality experts in more than 40+ hotel brands, we nurture a real passion for service and achievement beyond limits.
At the Accor Global Reservation Centre, we offer memorable experiences to our clients.
Job Description
As a Workforce Planner, you will manage the scheduling of our reservation teams and forecast call volumes to ensure we have the right staff to handle customer inquiries efficiently. You'll use data and analytics to optimize staffing, improve productivity, and help keep our service levels high.
Key Responsibilities and Accountabilities:
Prepare annual and quarterly call forecasts, analyzing call types and patterns to drive sales-related activity based on Salesforce categorization
Identify and implement process efficiencies while maintaining established service levels
Leverage workforce planning and telephony technology to optimize operational performance.
Forecast call volumes and staffing requirements to ensure adequate coverage
Collaborate with the Senior Manager and T&C Director to align staffing levels with business needs
Analyze call volumes and trends using BI tools (e.g., Tableau) to provide data-driven insights
Transform raw data into meaningful statistical insights
Manage the implementation and administration of Workforce Management software (WIP)
Identify areas for improvement and propose innovative solutions to optimize processes (e.g., automation, operational efficiency, productivity)
Maintain and adjust the historical call volume database based on evolving business needs and hotel portfolio changes
Develop and optimize consultant schedules, ensuring alignment with business demand.
Promote schedule flexibility for consultants while balancing operational needs
Oversee vacation and statutory holiday planning, working closely with Team Leaders
Monitor and adjust operational reporting in Tableau and BI tools based on Senior Manager directives
Compile and share monthly performance reports on all GRC BCN activities
Requirements
Minimum Qualifications: Licenciatura
Experience: 1 año
Professional Category: Empleado
Residence Permit: España
Strong understanding of call center operations
Minimum 1 year of experience in a workforce role
Experience with Workforce Management (WFM) software (e.g., CCMATH or similar)
Involved in forecasting and budgeting for staffing and resource allocation
Expertise in telephony systems, specifically Amazon Connect
Proficiency in BI tools (e.g., Tableau, Power BI) for data visualization and reporting
Proficient in Microsoft Excel for data analysis and reporting
Strong numerical skills with attention to detail
Analytical thinker who can interpret complex data sets
Experience in process improvement and operational efficiency strategies
Strong problem-solving skills and ability to troubleshoot workforce planning challenges
Able to quickly learn and adapt to new tools, technologies, and processes
Strong communication and stakeholder management skills to collaborate with leadership and cross-functional teams
Excellent organizational skills to manage multiple priorities effectively
Last Application: Today
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