About Travix
Travix is one of the leading global online travel agencies managing an extensive portfolio of travel-focused websites operating under the brand names CheapTickets, Vliegwinkel, BudgetAir, Vayama and Flugladen. In 2020 we took our next step, becoming part of the Trip.com Group, one of the largest online travel companies in the world, consisting of Trip.com, Ctrip, Skyscanner, Travelfusion, Make my Trip and Qunar. Travix operates in over various countries expanding in 5 continents, so a global mindset comes naturally. Our purpose is ‘the next journey at your fingertips, which goes for our customers and employees. We bring together passionate people, global partners, cutting-edge technology and an innovative platform to deliver our customers' best end-to-end booking experience. With a strategic vision and the resources and stability of the Trip.com Group, we provide an international playground where our employees can truly impact the future of traveling.
We are looking for a Workforce Manager based in our Bangalore office. As the Workforce Manager, you are responsible for optimizing staffing levels, forecasting workload demands, and ensuring customer support meets service level objectives. This role involves workforce planning, overseeing scheduling and real-time management. Providing actionable insights to improve operational efficiency and enhance customer satisfaction.
Key Responsibilities
1. Workforce Planning and Forecasting
- Analyze historical data, trends, and seasonal variations to forecast call volumes, emails, chats for Customer Support and back-office work for the Excellence Center.
- Develop short-term and long-term staffing models to ensure resource alignment with projected workload.
- Provide input on hiring needs to maintain adequate staffing levels.
2. Scheduling and Capacity Management
- Oversee the creation of agent schedules, ensuring coverage aligns with service level agreements (SLAs)
- Identify and address potential understaffing or overstaffing scenarios.
3. Data Analysis and Reporting
- Generate and analyze performance metrics, including occupancy, shrinkage, adherence, and forecast accuracy.
- Prepare regular reports for leadership on operational performance and efficiency.
- Identify opportunities for process improvements through data-driven insights.
- Pro-actively support Traffic Managers with providing remarkable performances of agents in terms of AHT, after-work-time etc.
4. Technology Utilization
- Leverage workforce management (WFM) tools and software for forecasting, scheduling, and monitoring.
- Stay updated on industry trends and recommend new tools or technologies to enhance workforce efficiency.
What you bring to the table
- At least 7+ years of experience as Workforce Manager (with Forecasting & requirements) experience in travel industry is a plus.
- You are analytically very strong
- Adequate knowledge of Customer Support related technology including ACD, CTI, and resource planning tools.
- You can quickly adapt to rapidly evolving and changing business priorities.
- You have the perseverance to find the correct answers to your questions and have an excellent eye for detail
- You are fluent in the English language - verbal and written
What you can expect from us
- 5 days working
- Opportunity to work in flexible working.
- Attractive rewards and benefits.
- Supportive team, international and friendly environment.
- Opportunity to develop
Benefits:
- Transport: Free transportation with door to door pick up and drop facility round the clock.
- Medical Insurance for Self, Spouse, Children & Parents/ Parents-in-law
- Personal Accident and Term Life Policy for employee
- World Class Facility - Cafeteria, Gym and break-out zones
- Special events such as Fruit Day, Fun Day, and social activity celebrations are organized.
- Parental leave is also provided
Make your career at Travix
Ready to start your own Travix journey?
Think you have what it takes? Then, we would love to hear from you.
