Workforce Planner
Workforce Planner
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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. Youll 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 salesrelated 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 datadriven 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
Qualifications :
- 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 problemsolving 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 crossfunctional teams
- Excellent organizational skills to manage multiple priorities effectively
Additional Information :
If you are passionate about luxury and sales and are looking for a role that values genuine interactions and exceptional guest experiences apply now to become a Workforce Planner with us. Lets create unforgettable experiences together.
Location and Availability Requirements:
- Must be currently legally entitled to work fulltime in Spain
- 39 working hours/ week
Our Commitment to Diversity & Inclusion
We are an inclusive company and our ambition is to attract recruit and promote diverse talent.
Do what you love care for the world dare to challenge the status quo! #BELIMITLESS
What Its Like to Work at Accor Global Reservation Centre:
LK : Accor GRC Barcelona
IG : GRC Barcelona
TikTok :
Remote Work :
No
Employment Type :
Fulltime
Employment Type
Full-time
