An exciting career opportunity is available in our dynamic team-spirited environment. We are currently seeking six (6) highly motivated Intraday Analysts to work as part of the Workforce Management team.
As an Intraday Analyst you will actively and consistently support all efforts to simplify and enhance the customer experience within General Reservations, Wyndham Rewards, and Customer Care.
In this role, you will review, analyze and assess Volume and FTE forecasts to insure the forecasts are accurate given recent results, trends in contact volume and AHT, absenteeism and attrition.
You will update intraday (interval) contact volume and average handle time for all call types and contact centers based on global forecasts and real-
time trends. You will make manual adjustments in IEX Totalview to account for out-of-pattern days, including days after holidays, events, or outages.
The Intraday Analyst partners with all sites to provide specific direction and schedule recommendations to ensure a positive customer experience.
Communicate opportunities to individual sites to ensure recommendations are implemented in an accurate and timely manner.
Your background includes :
Assets in your background are :
You have the proven ability to :