Workforce Management

Senior Specialist

About GetYourGuide

GetYourGuide is the globally leading marketplace for unforgettable travel experiences. Travelers use GetYourGuide to discover the best things to do in a destination. Since its founding in 2009, travelers from over 170 countries have booked more than 120 million tours, activities, and attraction tickets through GetYourGuide. Powered by a global team of over 700 travel experts and technologists, we are headquartered in Berlin and have 17 local offices around the world. Visit our careers website to learn more.

Team Mission

We are looking for a Workforce Management Senior Specialist to join our Operational Excellence team. The role comprises working across Customer Care Operations to support the delivery of long-term, medium-term, and short-term Workforce Planning, Forecasting, and Budget planning outputs. In addition, you will be contributing to the development and execution of a worldwide setup, with six workforce hubs spread across Europe, APAC, and LATM, as well as multiple channels such as phone, email, live-chat, WhatsApp, social, and back-office.

Role Purpose & Dimensions:

• Prepare customer care operations workforce management capacity plans.
• Create Long Range to Short Range Workload forecasts (monthly, weekly, daily, intraday/interval)
• Service level and queue monitoring for all relevant timeframes (monthly, weekly, daily, intraday/interval)
• Maintain the Workforce Management toolset to support best practices within your team and the organization.
• Maintain a clear audit trail, variance analysis, scenario modeling, and actionable recommendations for optimization.

What we are looking for:

• At least three years experience in Workforce Management, preferably for large, multi-site, multi-functional & global organizations.
• An in-depth understanding of forecasting methods and a natural acumen, interest, and flair for using data and creating forecasting models.
• Expert in Google/Excel sheets with the ability to demonstrate using multiple data sources to develop and produce forecasts and get insight from large data sets.
• Possess excellent stakeholder management and communication skills, including report writing and verbal skills involving tact, diplomacy, and persuasion.
• You are customer-centric and able to make resourcing decisions based on customer needs.

Even better if:

• If you have experience with SQL and/or Python or a similar language
• Advanced ability in applied mathematics, statistics, scenario modeling, demand modeling, and analysis.

How we set you up for success:

• Invest in your development with an annual personal growth budget
• Create a comfortable workspace at home with an annual home office budget
• Become a part of our success with virtual stock options
• Enjoy flexibility with a hybrid work-from-home and telecommuting policy
• Save on transportation costs with discounted public transportation tickets
• Support your loved ones with generous maternity and paternity leave policies

We look forward to hearing from you

We are an equal-opportunity employer

Our commitment is that every qualified person will be evaluated according to skills regardless of age, gender identity, ethnicity, sexual orientation, disability status, or religion. Please refrain from including your picture and age with the application.

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