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Manager - WFM

People are at the core of Fareportal. We are one of the fastest growing travel technology companies in the world; our portfolio of travel brands, including flagship product CheapOair, receives over 100 million visitors annually.    

Fareportal is hiring a highly talented and motivated WFM Manager. You will be responsible for developing and maintaining sophisticated forecasting and capacity models, and develop tools and techniques that enhance the quality and accuracy of the forecast.

 Responsibilities:

  • Manage a Team of WFM Schedulers, Planners and Real Time Analyst.
  • Manage the people and critical processes that ensure the Operational units will service our customers.
  • Oversee and maintain the Workforce Management (WFM) Platform utilized for forecasting and scheduling.
  • Establishes a statistical baseline forecast for all LOBs. Provides clear communication of the forecasted workload, changes, assumptions, inputs, etc. to team.
  • Formulate recommendations based upon analysis, data and input from users and regional heads.
  • Appropriately forecast and account for growth due to seasonal variations and special events.
  • Maintains events calendar (holidays, business impact days, huddles, marketing campaigns, etc) and ensure that impacts to the business are captured, analyzed and recommendations on staffing are delivered in a timely manner.
  • Partner with Marketing team to understand it’s campaigns & the key drivers of volume and incorporate into forecasting and planning.
  • Identifies and researches service level risks for problem resolution and management notification.
  • Serve as the WFM subject matter expert for other departments / internal customers.
  • Responsible for updating statistical info into WFM modeling software.
  • Maintains a close working relationship with all departmental leadership in developing staffing strategies.
  • Develop processes, procedures and methodologies that result in accurate and timely forecasts that can be used for both short and long-term budget and staff/capacity planning; both detail and executive review levels.
  • Develop and maintain sophisticated forecasting and capacity models, and develop tools and techniques that enhance the quality and accuracy of the forecast.
  • Assess and quantify near term risk or opportunities as identified through this process of analysis and forecasting. Quantify the impact of business initiatives by partnering with all levels of the organization and forecasting workload impacts appropriately.
  • Constant analysis of current staffing and efficiencies comparing them to current staffing requirements to ensure proper staffing in all skills, 24x7x365. Advise management of necessary changes in staffing requirements where short fall is identify.
  • Provide ad hoc analysis; formulate conclusions, and present conclusions to management.

Required Skills:

  • Verint I360, Aspect or Blue pumpkin
  • High school / Graduation from a reputed university.
  • Typically 5+Years’ experience with any WFM Tool, Forecasting, Capacity planning or Operations Planning.

What we offer

  • Free transportation
  • Complimentary meals
  • Recreation lounge
  • Team building activities
  • Fun team outings
  • Unlimited coffee
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