Travel Leaders

Workforce Optimization Analyst

  • Contract: Full-time

Job Description

TLC has a current need for a Workforce Optimization Analyst to join our team.

The successful candidate will have strong analytics and organizational skills. The candidate will optimize existing workforce management tools and principles to provide assist in the support of current and future capacity demands for all operational contact center channels.


  • Forecasting and Planning

    • Utilizing available technology and workforce management principle, the Work Force Optimization Analyst will offer assistance to the Manager related to the following tasks: shift bid process, weekly/monthly staff planning to ensure service levels are achieved.
    • Weekly planning session help gather pertinent information and reports prior to the weekly meeting, attend all meetings with the operations leadership, recap follow up items and help ensure completion.
    • Will analyze various reports to identify opportunities for business time off the phones. (Completion of coaching sessions, training, and other projects required of phone counselors).
    • Will support management team in efforts to secure overtime or communicate appropriate LWOP opportunities to the team in a timely manner.
    • Support Manager with annual vacation bid process
  • Real time call center management

    • Assist in daily exceptions processing
    • Assist in daily time off processing (new requests and cancellations)
    • Enter approved changes in outlook
    • Enter approved changes in Call Copy
    • Update the Attendance Tracker daily and support with distribution to the leadership team
    • Monitoring CMS
    • Create alert when service levels are within Rapid Action guidelines
    • Notify leadership team RAP is active
    • Adjust agent skills to support SLA in real time
  • Data Analysis and Reporting

    • Produce and distribute daily reporting on previous day telephone statistics (TSF).
    • Provide insight into trends/patterns including but not limited to: call arrival, forecast demand vs. actuals, and handle time.
    • Create and maintain agent matrix outlining all cross skilled/back up agents across the Travel Leaders Corporate team.

Skill Requirements

  • 3-5 years’ experience reporting and/or data analytics
  • Basic knowledge and understanding of scheduling principles.
  • Exposure to basic with workforce management tools and capabilities.
  • Excellent communication skills.
  • Ability to partner with department leaders and share insights.
  • Ability to work in a virtual environment.
  • Ability to demonstrate results.

About the Company

As America’s largest travel agency company, Travel Leaders Group (TLG) delivers a high-touch, personal level of travel expertise to leisure and corporate clients through its more than 7,000 company-owned, franchised and affiliated travel agencies and over 40,000 travel agents and 1,400 employees who service more than $20 billion of gross travel bookings annually. The travel agencies that are part of Travel Leaders Group comprise over 30% of all agencies in North America.

Travel Leaders Corporate is part of Travel Leaders Group, which ranks as the #1 business travel management company by Business Travel News and had sales approaching $21 billion in 2015. Travel Leaders Corporate’s consultative approach builds a travel program around clients’ specific needs, rather than requiring them to conform to standardized processes.

How to apply

Apply for this job online using the link below.

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