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Workforce Optimization, Real-Time Analyst I

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Workforce Optimization, Real-Time Analyst I

  • Work from home, Orlando, Florida, United States, 32821
  • Customer Service - General
  • Full Time
  • Wyndham Destinations

Put the World on Vacation

At Wyndham Destinations our mission is simple: to put the world on vacation. With a spirit of caring, creativity and fun, our teams help families and friends create memories that last a lifetime. As the world’s largest vacation ownership company and part of Travel + Leisure Co., we’re shaping the future of the travel industry.

The Workforce Optimization, Real-Time Analyst I is responsible for Intraday Management, the ability to apply critical thinking skills and use decisive judgement to take appropriate actions in a fast-paced environment.  They will trend real time arrival patterns, identify anomalies, make adjustments accordingly and coordinate all activities across a multi-site environment to meet service level objectives in a real-time manner.

Responsibilities include but are not limited to:

  • Enter data and information into the workforce management systems

  • Coordinates current week scheduling and adherence activities ensuring performance goals are met.

  • Serves as a subject matter expert and work force management liaison for the operations and leadership teams to ensure consistent business goals are achieved.

  • Coordinates intra-day schedule adjustments for current week.

  • Administers overtime and under-time opportunities to support service goals

  • Responsible for monitoring the real-time effectiveness of the forecast and the execution of the scheduling plan while effectively communicating with all sites to address service opportunities or issues

  • Gathers, analyzes and summarizes data from multiple sources in support of disseminating meaningful workforce data and metrics.

  • Current week time off administration

  • Generate ad-hoc reports as needed

  • Special projects and duties assigned at the direction of management

  • Responsible for daily analysis of call volumes, monitoring and adjusting staff resources to meet inbound demands and performance goals

  • Responsible for answering calls delivered to a queue for attendance and Workforce related support

  • Responds to tickets/issues in a timely manner outlined by internal service level thresholds

  • Performs other duties as assigned

Qualifications: 

  • High School diploma/GED, Bachelor’s degree in a related field preferred

  • One (1) year call center or customer service experience or equivalent combination of education and experience required.

  • Experience with workforce management and/or staffing software preferred

  • Good judgment, reasoning and problem solving skills

  • Strong organizational skills and follow-through abilities with particular attention to detail

  • Analytical and interpretive skills

  • Excellent oral and written communication skills, including presentation skills

  • Ability to multi-task and function in high volume area and effectively handle deadlines

  • Ability to work in both a team environment and individually

  • Demonstrates ability to effectively communicate with all levels of management and non-management team members

  • Flexibility

  • PC literate, including advanced Microsoft Office (Word, Excel, PowerPoint and Outlook) product knowledge

  • Self-motivated and able to work with limited direction

  • Regular, consistent and punctual attendance. Must have the ability to potentially work nights and weekend or flex schedule with changing business needs

  • Ability to travel up to 10%

A Place for Everyone

Hospitality is at the heart of all we do at Travel + Leisure Co., including how we treat each member of our growing community. Here, you’ll find a team that’s inclusive, values diversity, and is built on a foundational respect for people from all over the world.

We are an equal opportunity employer, and all applicants will be considered for employment without attention to their membership in any protected class. If you require any reasonable accommodation to complete your application or any part of the recruiting process, please email your request to mycareer@wyn.com, including the title and the location of the position for which you are applying.

Job Requisition: R-47161

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