ABOUT US

We are driven by service through PASSION, PEOPLE & PURPOSE. The Travel Corporation is made up of a team of individuals with a shared goal of delivering exceptional travel experiences that make a positive difference. We’re leading the way in responsible travel, unique rich local experiences, and are dedicated to making sure travel is easy and enjoyable. We’re seeking new talent to elevate our team and can’t wait to hear from you.

HOW YOU’LL WORK

We’re energized by all the opportunities of the new world and are proud of our inspiring global workplaces. We look to inspire teamwork, collaboration, and passion for creativity.

We offer a flexible work environment - in person in exciting offices and virtually with leading technology. Working together across markets, teams, and disciplines ensures everyone has a voice and everyone is part of our industry-leading brands. Irrespective of where you are, we cultivate environments where everyone contributes, and everyone flourishes.

PERKS

• After your first year, you get an annual travel credit of $1,250 to travel on any one of our core travel brands.
• You also get 2 weeks a year where you can work from anywhere in the world, your choice.
• To grow – we offer a global training calendar, with a mix of virtual, in-person, and e-learning courses. Plus, we give $3,000 per year to support external learning and development courses that interest you and drive your passion.
• Giving back - we give you two paid work days each year to volunteer to make a difference in causes that are close to your heart too. We believe that travel is a privilege, but with that privilege comes the responsibility; to ensure we have a positive impact on the places we go, the people we meet, and the wildlife we enjoy. We ensure that travel is a force for good and that we MAKE TRAVEL MATTER®.

POSITION PURPOSE 

As a Workforce Planning Analyst at The Travel Corporation, you will be responsible for monitoring and analyzing workforce needs in real time to ensure optimal staffing levels and efficient operations. This role involves analyzing real-time data, identifying trends, and making immediate recommendations to adjust staffing levels, schedules, and resource allocation. The analyst will collaborate closely with Workforce Planning and Contact Center Leadership to enhance agent productivity, improve guest experience, and meet business needs effectively.

This is a temporary position with a duration of 6 months.

 RESPONSIBILITIES Real-Time Monitoring:

• Monitor real-time performance metrics, including call volume, service level, and agent availability.
• Analyze and interpret data to provide insights and recommendations for workforce adjustments.
• Collaborate with team leaders and management to implement real-time staffing strategies.
• Identify trends and potential issues, providing proactive solutions to optimize service delivery.
• Maintain accurate and up-to-date records of workforce performance and adjustments.
• Assist in developing and maintaining reporting tools and dashboards for real-time data visualization.
• Conduct regular communication with agents and supervisors regarding performance expectations and staffing needs.
• Support long-term workforce planning initiatives by providing real-time feedback and data analysis.
• Participate in training and development programs to enhance workforce management skills.

Workforce Optimization: 

• Identify staffing needs and adjust as necessary.
• Recommend schedule changes to WFP based on real-time data.
• Review calendar items and optimize schedules daily and weekly.

Data Analysis and Reporting:

• Collect, analyze, and interpret data related to workforce metrics, including employee turnover, recruitment, and performance.
• Prepare and present reports on workforce planning and forecasting outcomes to senior management and stakeholders.
• Develop dashboards and visualizations to effectively communicate workforce insights and trends.
• Generate and distribute performance reports to management.

Strategic Recommendations:

• Provide recommendations for workforce optimization, including strategies for talent acquisition, retention, and development.
• Identify opportunities for process improvements and efficiencies within workforce planning and forecasting practices.
• Document operational procedures and report processes for standardization across all regions.
• Advise on workforce-related risks and develop mitigation strategies.

Collaboration and Communication:

• Respond promptly to any operational issues affecting delivery of proper service levels.
• Communicate findings and recommendations clearly to various stakeholders, including senior leadership.
• Facilitate discussions and workshops to align workforce plans with departmental and organizational goals.
• Assisting in training and onboarding for new real-time analysts.

Continuous Improvement:

• Stay informed about industry trends, best practices, and emerging technologies in workforce planning and forecasting.
• Evaluate the effectiveness of current workforce planning processes and forecasting models, making improvements as necessary.
• Implement new tools and methodologies to enhance the accuracy and efficiency of workforce planning and forecasting.
• Conduct “What-If” scenario analyses to prepare for unexpected events.   

CORE COMPETENCIES

Our vision for the TTC Tour Brand Contact Center is to deliver Service Excellence through Operational Innovation and support for Self-Service, while being a global, 24x7 operation that is easy to work with.

• Action Oriented: Enjoys working hard, is energized by a challenge, and isn’t afraid of acting with minimal planning.
• Customer Focus: Upholds customer service excellence, with a dedication to both internal and external customers.
• Functional/Technical Skills: Has the functional/technical knowledge and skills to excel in the role.
• Time Management: Manages time effectively, prioritizes urgent tasks, and respects the time of others.
• Written Communications: Possesses expert writing skills with the ability to communicate clearly and succinctly in various styles.

Other Desired Competencies

• Process Management: Good at simplifying complex processes, organizing people and activities, combining tasks into an efficient workflow, and getting more out of fewer resources.
• Timely Decision Making: Makes decisions in a timely manner, sometimes with incomplete information and under tight deadlines and pressure.
• Creativity: Generates unique ideas, adds value in brainstorming sessions, and easily makes connections between concepts.

EXPERIENCE 

• Preferred experience in workforce planning, contact center management, or a related field, with experience in a global environment preferred.
• Proficiency in workforce management systems and scheduling tools, such as Genesys or similar platforms.
• Excellent analytical skills with the ability to interpret data, generate insights, and make data-driven decisions.
• Strong communication and interpersonal skills, with the ability to collaborate effectively with stakeholders across different functions and regions.
• Proven track record of driving process improvements, enhancing operational efficiency, and achieving business objectives.
• Ability to thrive in a fast-paced and dynamic environment, managing multiple priorities and deadlines effectively.
• Knowledge of contact center operations, service delivery models, and workforce management principles.