Senior Analyst, Business Workforce Solutions

At Expedia Group, we help travelers explore the world, one journey at a time. As a global travel company powered by passionate people, trusted partnerships, and leading technology, we connect travelers, partners, and advertisers through our consumer brands, B2B network, and travel advertising business.

Here, you'll do meaningful work that helps millions of people discover, book, and experience travel with more ease, confidence, and joy. Our five Behaviors—Traveler First, Think Big, Operate with Excellence, Ownership Mindset, and Succeed Together—help foster a supportive environment where people can grow their careers and have the flexibility, benefits, and support to do their best work. Join us and build for travelers everywhere.

Role Summary

Support teams through advanced data analysis and modeling to create, maintain, and evolve workload and staffing capacity forecast models. Provide key insights and guidance, based on thoughtful business analysis, to aid in efficient and timely business decisions.

Experience

• 2+ years for Bachelor's
• 0-2 years for Master's

Education

Bachelor's or Master's or equivalent experience

Functional/ Technical Skills

• Workforce management software suite (e.g., Aspect, NICE, Genesys, etc.)
• SQL, R, Python, SAS
• Contact center omni-channel system admin
• Advanced Microsoft Office, particularly Excel and PowerPoint
• Advanced case/ticket management (e.g., Jira, Salesforce, etc.)
• Mid-level data visualization/BI tools (e.g., Tableau, PowerBI, etc.)

Role Expectations

• Understands key performance indicators related to own work and the importance of metrics in defining success (e.g., efficiency and effectiveness).
• Identifies methods for collecting data, performs data analyses and articulates findings.
• Demonstrates awareness of requirements related to data modeling.
• Develops understanding of the principles behind developing basic data models by assisting others with the creation of basic data models.
• Develops foundational understanding of the company's design tools by assisting with the implementation of data models.
• Demonstrates deep understanding of how the organization does business (i.e. business model and operations, financial performance, and key success factors).
• Applies deep understanding of the policies, practices, trends, and information that impact the organization and its customers* to anticipate and plan for each step of a project.
• Demonstrates a deep understanding of the financial impact of decisions/solutions and how own role contributes to positive outcomes.
• Consistently responds to stakeholder requests in an accurate, timely, and professional manner.
• Understands (internal and external) customers' needs, and begins to develop the skills necessary to help customers understand business challenges.
• Continues building understanding the organization's processes, objectives, and challenges and their impact on the business.
• Breaks down complex information (e.g., legal, operational risk, and regulatory data) into understandable terminology and actionable concepts.
• Uses technical knowledge and expertise to generate understandable, broadly-applicable communications based on new and non-typical data.
• Designs differentiated technical communications (e.g., content focus, style, presentation, etc.) for various internal and external audiences based on an understanding of their differing levels of familiarity with technical language.
• Anticipates and takes action on what needs to be done to accomplish an objective, task or goal; finds alternative or less obvious ways to carry out plans.
• Sets challenging yet motivating short and long term goals which lead to beneficial individual and team results.
• Accepts ownership for individual performance, results, and actions; volunteers for tasks before being asked by others or being forced by events.
• Demonstrates ability to manage several tasks and meet deliverables with minimal error.
• Determines the relative impact and urgency of individual tasks.
• Appropriately makes difficult trade-offs on time and resources when faced with conflicting demands and high-priority deadlines.