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5 empleos

Job Post Details

Workforce Management Analyst - job post

90 evaluaciones
Desde casa
Tiempo completo
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Tipo de empleo

  • Tiempo completo


Desde casa

Descripción completa del empleo

Sonder is revolutionizing hospitality through innovative, tech-powered service and inspiring, thoughtfully designed accommodations combined into one seamlessly managed experience. Officially launched in 2014, Sonder is making a world of better stays open to all with a variety of accommodation options — from rooms to suites and apartments — found in 40+ cities spanning 10 countries and three continents. Sonder’s innovative app empowers guests by making self-service features and 24/7 on-the-ground support just a tap away. From simple self check-in to boutique bathroom amenities, we bring the best of a hotel without any of the formality.
Our Guest Service team is responsible for providing an outstanding service experience for our guests and the Forecast Analyst will be a pivotal member of the Workforce Management team. A smoothly operating WFM team is core to our ability to deliver great service to our guests and a smooth experience for our employees while maximizing our efficiency and responsiveness to meet service level and budget goals. Accurate forecasting, in-depth analytics and robust reporting play crucial roles in enabling the team to create this responsive service experience.
  • Partner with the Workforce Manager to forecast, schedule, and optimize contact center staffing across multiple channels and locations, both onshore and offshore.
  • Partner cross functionally to create accurate short and long-term forecasts to drive staffing and budgeting, and clearly communicate forecasting insights and recommendations to stakeholders at all levels.
  • Build forecasts by analyzing historical, judgmental, and driver-based information.
  • Utilize WFM and statistical tools to generate best-fit forecasts to meet target variance.
  • Monitor forecasting accuracy and apply the necessary actions to meet the target variance.
  • Work closely with the WFM manager and other department heads to align forecasts with business goals.
  • Use SQL to gather data needed to conduct analysis to support business decisions and changes within Workforce Management the greater Global Guest Service Organization.
  • Integrate forecasted volume with other operational variables to create annual, quarterly and monthly budgets projecting costs and other operational metrics.
  • Measure, track, and analyze operations efficiency, identify trends, work with stakeholders to understand root causes, and translate learnings into actionable insights.
  • Recognize and recommend operational and support improvements.
  • Work with business leadership to coordinate processes to meet the operational and strategic needs of the business. Advise leadership on potential opportunities or hazards that affect the business' ability to meet strategic goals.
  • Solicit feedback that influences the operations of workforce management.
  • Minimum 2 years WFM forecasting experience in complex multi-site, omni-channel contact centers, providing 24/7 coverage.
  • Strong mathematical and analytical skills required, including advanced proficiency in Excel or Google Sheets. Experience of building reports in Salesforce and Tableau preferred.
  • Experience using statistical models (ANOVA, regression, time series, etc.) to uncover and understand patterns in datasets.
  • Experience using Python or R to create forecasts and measure accuracy.
  • Excellent written and oral communication skills. Especially adept and communicating technical information to non-technical senior leadership.
  • Adept at working cross-functionally with relevant stakeholders in Operations, IT and elsewhere to ensure WFM goals are met.
  • Intermediate knowledge of SQL and data transformation; experience querying SQL database, including window functions and subqueries
  • Experience within Travel/Hospitality a plus but not required.
Please note as this role is classified and staffed as a Contractor/Employee of Record via Deel. Benefits eligibility is dependent on location and job classification. You may not be eligible to participate in Sonder’s general perks and benefits programs
We also have great benefits to make your life easier so you can focus on what you’re best at:
  • Competitive compensation
  • Generous stock plan
  • Medical, dental and vision insurance (where applicable)
  • Flexible vacation
  • Annual free credits and discounts to stay in Sonders
  • A company with a huge vision, a dynamic work environment, and a team of smart, ambitious and fun to work-with colleagues!
  • Workplace flexibility (for remote-specified positions only) #ABetterWaytoWork
We are an equal opportunity employer and value diversity at our company. We do not discriminate on the basis of race, religion, color, national origin, gender, sexual orientation, age, marital status, veteran status, or disability status or other protected classes.
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