Workforce Planning Analyst - 9 Month Contract (Remote)

ABOUT US

 

Our philosophy at The Travel Corporation (TTC) is simple. To create enriching experiences for travellers by combining an unbeatable mix of exceptional service and quality at great value. As a global business with over 100 years of experience in the travel industry, our ethos of being ‘Driven by Service’, ensures we keep our values of passion, people and purpose at the heart of everything we do - designing and running immersive, innovative and responsible travel experiences for our guests across 70 countries. Join us in creating life-changing moments for every guest across our 40 award-winning brands and experience the TTC difference.

 

OUR VALUES

• Driven by Service
• An inherent Passion for travel
• Commitment to our customers and to our people
• Commitment to social responsibility and our 5-year sustainability strategy

 

POSITION SUMMARY

 

As a Real Time 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.  This role requires close collaboration with Workforce Planning and Contact Centre Leadership to enhance agent productivity, improve guest experience, and meet business needs effectively.

 

KEY RESPONSIBILITIES

 

Real-Time Monitoring

• Monitor real-time performance metrics such as call volumes, service levels, and agent availability.
• Analyze and interpret intraday data to identify trends, deviations, and performance gaps.
• Recommend and implement real-time staffing adjustments in collaboration with team leaders and management.
• Proactively identify potential issues and propose solutions to maintain service delivery and meet performance targets.
• Maintain accurate records of real-time performance and adjustments to support analysis and future planning.
• Assist in developing real-time dashboards and tools for visualizing performance metrics.
• Communicate regularly with agents and supervisors regarding expectations and changes in staffing.
• Provide real-time feedback to support ongoing capacity and workforce planning efforts.
• Participate in training to continuously develop workforce management skills.

 

Workforce Optimization

• Identify immediate staffing needs and recommend resource adjustments.
• Collaborate with the Workforce Planning team to update schedules based on real-time and historical data.
• Conduct daily and weekly reviews of scheduling patterns to ensure alignment with demand and business goals.

 

Data Analysis and Reporting

• Collect, analyze, and interpret data on workforce metrics, including turnover, recruitment, and performance.
• Generate and present reports on planning and forecasting outcomes for key stakeholders.
• Design and maintain dashboards and data visualizations to track workforce trends and KPIs.
• Distribute timely performance reports to leadership for operational decision-making.

 

Collaboration and Communication

• Respond quickly to operational disruptions that affect service delivery and staffing levels.
• Clearly communicate findings and recommendations to leadership and key stakeholders.
• Lead or participate in collaborative sessions to align workforce planning with departmental goals.
• Support onboarding and training efforts for new Real-Time Analysts, sharing knowledge and best practices.

 

Continuous Improvement

• Stay up to date on industry trends, tools, and best practices in workforce management.
• Evaluate and refine forecasting models and planning processes to improve accuracy and efficiency.
• Implement new tools and methodologies to support more agile and data-driven workforce planning.
• Conduct scenario-based planning (“What-If” analyses) to prepare for unexpected volume fluctuations.

 

Problem Solving & Critical Thinking

• Apply strong analytical and decision-making skills to assess and resolve workforce challenges effectively.
• Provide guidance to Contact Centre Team Leaders and Managers by resolving daily inquiries related to staffing, scheduling, and performance metrics.

 

Cross-Regional Collaboration

• Work closely with your line manager and global workforce peers to ensure consistent processes and standards.
• Partner on global "follow-the-skill" projects to align delivery practices across different regions and time zones.

 

ROLE SUCCESS CRITERIA

• Strong problem-solving and analytical capabilities
• Comfortable working with data in real-time environments
• High attention to detail and sense of accountability
• Strong verbal and written communication skills
• Proactive, growth-oriented mindset with a willingness to learn and lead
• Ability to work independently and collaboratively across departments

 

KEY INDIVIDUAL TRAITS

A trait is an enduring characteristic that serves as a strong indicator of potential for success in this role.

1. Adaptability: Demonstrates the ability to adjust effectively to changing environments, priorities, and challenges. Embraces new ideas and approaches with flexibility and openness.
2. Attention to detail: Carefully reviews work to ensure accuracy, quality, and completeness. Adheres to rules and procedures.
3. Collaborative: Builds strong relationships and works cross-functionally with a consultative, co-creative approach to influence and align others in a fast-paced environment.

 

YOUR EXPERIENCE AND EXPERTISE

• Minimum HSC or equivalent
• Relevant tertiary qualifications in Business, Analytics, Operations or similar discipline highly regarded
• Prior experience in a WFM Analyst or Senior Analyst role within a contact center or operational setting
• Strong exposure to scheduling and real-time management using WFM tools
• Advanced Excel skills and ability to interpret and present data
• Experience in a high-paced, omni-channel or multi-site environment desirable