Workforce Management Analyst

Etraveli Group is a leading global platform for flights, an air technology company connecting millions of flights and travelers across the globe. The company is the exclusive provider of flights to booking.com in Europe and recently entered into an acquisition agreement with Booking Holdings pending competition clearance.
Every minute we close hundreds of deals for our partners around the globe. We are the preferred partner of some of the world’s most prominent travel companies such as Booking.com, Google Flights, Skyscanner and Kayak.
About the role
The Workforce Management Analyst will help provide great end customer experience while balancing organizational needs for efficiency, productivity and cost management between our in-house teams and outsource service providers. You will identify areas of performance improvement for the outsourcing vendors and work with them to reduce gaps.
In this role, you will monitor transactions offered and handled across different channels and to adjust volume distribution to secure optimum and efficient service while making sure each site is receiving forecasted volumes. You will engage with outsourcing providers to manage service delivery.
Responsibilities
Analyze outsourcing partner performance daily with heavy focus on efficiency metrics (cost, quality, productivity, satisfaction etc.) and identify trends, opportunities, issues, concerns, and successes
Determine, observe, and adjust expected KPIs. Ensure all parties meet (or exceed) their targets
Report key metrics such as call volumes, handling time, agent adherence, service levels etc.
Maintain & publish delivery against target report
Complete root-cause analysis to determine and quantify reasons for variances and recommend changes to enhance effectiveness
Provide Ad Hoc reports, data, and analysis requests
Recommend improvement areas for Work Force Management processes - reporting, shrinkage management, call routing etc.
Helps with the integration and implementation of new call center technologies
Be Point of Contact for IT issues that outsource teams are facing and report them to IT

Requirements
We believe that you are an analytical and detail oriented person, with strong organizational skills. You have some experience from a cross-functional role and a multi geography setup. You have the ability to work independently as well as strong communicational and interpersonal skills.
You have:
3-5 years’ experience in Workforce Management
Knowledge of various forecasting / scheduling software
Good understanding of SQL / Tableau / Qlik Sense would be considered a plus
Good knowledge of Microsoft Office and Google Workspace tools
Good skills in English, written and oral
Experience in the travel industry will be considered a plus

Benefits
Working at Etraveli Group means working at an exciting company with grand plans and great expectations on an international arena. You will have awesome colleagues together with whom you will solve complex problems in a fast-moving business.
Flexible workhours and a 3:2 hybrid model.
Office in central Uppsala, only 5 minutes from the central station.
Healthcare allowance – Each employee receives a maximum allowable amount each year according to the Swedish Tax Agency to spend on health-promoting activities such as a gym card, massage etc.
Pension and health insurance – Through partners we offer a comprehensive pension and health insurance so that you can get help quickly in case of an accident.
IATA card, massage etc.

In addition to this we serve you breakfast every morning.
Welcome to Etraveli Group!