Python Job: Workforce Demand Lead

Job Description - Workforce Demand Lead

Location: Barcelona

We are TravelPerk: a scaling unicorn valued at $1.3billion that has raised over $400m since our creation in 2015.

Backed by world-class investors with portfolios including AirBnb, Stripe, Slack, Trello, Gusto, Twitter, Farfetch and Deliveroo, our team is made up of A-players from across the travel and technology industries.

Over the past few years, we've been named the fastest-growing SaaS startup in the world by SaaS1000 and featured as one of the hottest startups to watch by both Forbes and Wired. We're revolutionizing the B2B corporate travel market—worth over $1.3 trillion— to connect people in real life in an enjoyable and sustainable way.

TravelPerk are innovators. During the last year we have welcomed and acquired the likes of Click Travel, NexTravel and Albatross to the team. From TravelCare, to FlexiPerk and of course GreenPerk we are shaping the future of the industry. Our team continues to emerge stronger and stronger as we adjust to the new normal—and that's where you come in!

If you're ready to take off with us, keep reading!

We are looking for a Workforce Demand Lead for our Workforce Management team in Customer Care. You will be responsible for building, maintaining and updating analytical models to project our workload demand, so that we can deliver a 7-star experience to our customers within our promised service levels, while maintaining an efficient use of our capacity. In addition, you will be responsible for cascading your insights throughout the organisation to ensure we are appropriately resourced to meet the business needs.

What will you do:

Outcomes

After the first 2 months in the role:

• You are well familiarised with the operational performance of the CC teams and processes, the internal dynamics, and the challenges teams face.
• You have mapped the team structure and operating model required to drive Forecasting in Customer Care
• At the same time, from your experience, you are already looking for areas of improvements

Afterwards

• Set in place an assortment of methodologies and procedures to generate a solid forecasting cycle.
• Sharpen the culture of delivery, impact tracking and iteration, engaging agent teams and other functions into the change culture

Responsibilities:

• Build, maintain and refine forecasting models for workload across all operations for different channels (e-mail, chat, phone), geographies and skills in the short and medium term (intra-day, daily, weekly, monthly), to determine the resources required to achieve service levels and targets
• Analyse and update model inputs, back-test and introduce improvements to the forecasting methodology
• Analyse patterns of shrinkage and attrition to identify opportunities for action.
• Build the capacity plan and work with the core Operations teams and Learning & Development to ensure the right resources are brought onboard and undergo upskilling training at the right time
• Partner with multiple functional teams to capture and reflect additional inputs and initiatives in the capacity plan
• Align with other departments to set performance targets and keep actual and budgeted financials and headcount updated
• Partner with Planning Teams to create, communicate, and coordinate workforce plans for special events and shrinkage
• Explore ways to increase our occupancy rates (e.g. multi-skill shifts, multi-site factors) without compromising service levels
• Make recommendations to operations leads about optimal schedules required to maximise our forecast adherence or upskilling
• Conduct post-mortem analysis on the workload drivers and parameters together with the Reporting team
• Contribute to the optimisation of our tools by proposing routing rules to balance our capacity with customer needs

What you will need:

• At least three years of experience in a forecasting role for a call centre, preferably for large, multi-site, multi-functional & global organizations, and with experience dealing with extreme seasonal fluctuations
• Bachelor's degree or equivalent in a quantitative discipline (e.g. mathematics, statistics, computer science)
• An in-depth understanding of forecasting methods and a natural acumen, interest, and flair for using data and creating forecasting models
• Proficiency with MS Excel and coding languages (e.g. Python, SQL) with the ability to use multiple data sources to develop and produce forecasts and get insight from large data sets
• Excellent stakeholder management and communication skills, including report writing and verbal skills involving tact, diplomacy, and persuasion.
• Fundamental understanding and ability to speak to WFM/contact center metrics and terminology
• Demonstrable experience with workforce systems such as; Agyle, Calabrio Teleopti, Aspect WFM, Nice IEX, Genesys WFM, or Verint WFM
• Strong people focus: you enjoy working with teams even within challenging times, and know how to make complex decisions thinking about the whole team
• Demonstrable experience going above and beyond to provide an amazing service that delights customers/agents (what we call a 7-star customer experience)
• Ability to see the big picture and cascade it to the team to ensure continuous alignment with company/department goals
• A truly data-driven DNA and a strong process orientation, possessing experience in building and rolling out efficient processes and programs, and in task automation
• A true aim to listen carefully, explore new ideas, and coach/get coached
• Flexibility to learn from what you've done in the past, not adhere rigidly to it
• Strong character, perseverance, and grit. You are truly resilient and positive
• Enjoy working as a true owner: assuming responsibility and commitment to ambitious goals and tight deadlines
• Continuous improvement is in your blood. The bar is high but you always aim to set it higher. You keep abreast with news and updates to keep yourself informed and the company to the highest standards
• A genuine sense of ownership: you feel comfortable working outside of the comfort zone, and you are ready to go the extra mile and inspire others to do so when needed
• Fluent written and oral communication in English
• Self-organized, proactive and strong attention to detail

Bonus points for:

• Experience in the travel sector
• Additional languages (e.g. Spanish)
• Experience with relevant applications, including but not limited to:
• Multi-channel operations, i.e. voice support, email
• CRM/Customer Support tools (e.g. Zendesk, Twilio)

What do we offer?

• Competitive compensation including equity in the company
• Generous vacation days so you can rest and recharge
• Health perks such as private healthcare or gym allowance depending on your location
• "Flexible compensation plan" to help you diversify and increase the net salary
• Flexibility to work from home when necessary
• Unforgettable TravelPerk events including travel to one of our hubs
• Mental health support tool for your wellbeing
• Exponential growth opportunities

Flexible work policy

For certain positions we can help with relocation from anywhere in the world. Please let us know in your applications and we will assess whether this is possible. English is the official language at the office. Please submit your resume in English if you choose to apply.

At TravelPerk we believe that diversity adds incredible value to our teams, our products, and our culture. We don't just accept differences—we celebrate it, we support it, and we thrive on it for the benefit of our employees, our products and our community. As an equal opportunity employer, we stay true to our mission by ensuring that our place can be anyone's place regardless of race, religion, gender, sexual orientation, national origin, disability or age.