Global Workforce Planner, Customer Services

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Job Title: Global Workforce Planner

Role Overview:
The Global Workforce Planner is an expert in their field and is responsible for providing accurate resource scheduling demands for all LOB's (guest, partner and support staff) for each EPS Partner and internal sites. Responsible for detailed weekly reporting and verification of scheduled vs demand requirements and execution of the monthly scheduling process. Expected to work cross-functionally with global peers. Building a strong relationship with global WFM SD teams and EPS partners with the ability to make recommendations to management using data to support the proposal.
Planners are responsible for the correct distribution and analysis of our external resources, satisfying our requirements to meet our customer demands. The purpose of the role is to make sure that our resources are scheduled in the most efficient way possible to serve our customer

Key Job Responsibilities and Duties:
* Ability to work within a structured timeline
* Language ownership for our resource distribution within a partner on a monthly basis
* Ownership of EPS external and internal LOB's, providing weekly and monthly scheduling requirements.
* Ability to execute detailed weekly and Monthly scheduling process
* For Booking internal LOB's; responsible for generation and publishing of schedules, planning and processing holiday requests, and administers changes to the work schedules including planned downtime.
* Build strong relationships with a centralised outsourcing team and generate requirements for outsourcing partners that match coverage and business needs.
* Assists/collaborates with WFM SD Management to achieve and maintain Key Performance Indicators;
* Partners with Real Time Analysts and Deployment team to ensure resources are scheduled to manage workload;
* Ability to lead weekly schedule vs demand meetings with EPS Partners
* Strong communication, ability to hand off tasks and accept hand offs due to multiple time zones
* Provides reporting, analytics and feedback adhering to the agreed-upon timelines
* Ability to analyse partner reports and identify key indicators impacting SD
* Troubleshooting reporting errors and following the escalation process
* Maintains, collects, and tracks processes in standard formats (SOP's and process maps)
* Identifies potential staffing issues to ensure SD targets are met by using the extensive demand vs scheduled verification process
* Evaluate, analyse and understand performance trends.
* Enable best practice sharing, identifying efficiencies proposing recommendations to management
* Performance checks and root cause analysis on past performance
* Creation and maintenance of our performance templates and checks related files
* Creation and maintenance of schedules for internal centre of expertise
* Internal and external stakeholder management

Role Qualifications and Requirements:
* Previous experience in workforce planning
* Internal and external stakeholder management
* Experience with data analysis tools
* Strong written & verbal communication and presentation skills are essential, ability to liaise with internal, external customers and stakeholders;
* Outstanding analytical and problem solving skills with the ability to identify trends and patterns in data.
* Ability to work with Global teams
* Process driven
* Intermediate to advanced knowledge/experience with Microsoft Word, Microsoft Excel and google platform required.
* Excellent time management skills
* Excellent organisational skills, effectively managing multiple projects and working effectively with management, external partners and employees at all levels;
* Seeks feedback for personal growth and is willing to learn
* Willing to share knowledge and partner with global peers

Benefits & Perks
* An opportunity to contribute to a high scale, sophisticated, world-known product and see the real time impact of your work on millions of travellers worldwide.
* Being part of a truly international fast paced environment and performance driven culture.
* Various opportunities to grow technically and personally
* Headquarters located in one of the most dynamic cities in Europe: Amsterdam
* Performance-based company that offers 29 vacation days, career advancement, and lucrative compensation, including bonuses and stock potential.
* Discount on Booking.com accommodations with the "Booking Deal" including other perks and benefits Company-sponsored family and social activities to help our employees become integrated with each other and Dutch culture
* Diverse and creative colleagues from every corner of the world, you'll be able to absorb new skills and grow your career in a multicultural environment.

Wellbeing & Inclusion
Directly linked to our mission to make it easier for everyone to experience the world, Inclusion, Diversity, Belonging, Wellbeing and Volunteering (IDBWV) have been a core part of our company culture since day one. This ongoing journey starts with our very own employees, who represent over 140 nationalities and a wide range of ethnic and social backgrounds, genders and sexual orientations.
Take it from our Chief People Officer, Paulo Pisano: "At Booking.com, the diversity of our people doesn't just create a unique workplace, it also creates a better and more inclusive travel experience for everyone. Inclusion is at the heart of everything we do. It's a place where you can make your mark and have a real impact in travel and tech."

Career Development Opportunities:
Bi-annual performance conversations, company-wide mentoring program, and internal development and growth opportunities
Unlimited access to online learning platforms (such as Udemy, Coursera, LinkedIn learning, O'reilly)

Application Process:
* Online application
* Suitability review
* Recruitment phone screen
* Business interview
* Final Interview
* Offer

Pre-Employment Screening:

If your application is successful, your personal data may be used for a pre-employment screening check by a third party as permitted by applicable law. Depending on the vacancy and applicable law, a pre-employment screening may include employment history, education and other information (such as media information) that may be necessary for determining your qualifications and suitability for the position