Workforce Management Capacity Manager

Role Description

We value customer service highly. A global team of agents is available 24/7 to help travelers and partners to get the most out of every stay or experience.

Within the Workforce Management team in the Customer Service department, the Global Capacity Manager plays a big part in ensuring that a traveler or partner will be connected to a customer service agent when the traveler or partner seeks support.

The Global Capacity Manager is responsible for creating and delivering FTE staffing submissions as part of an annual budget and quarterly guidance cycle working closely together with our Resourcing team, Service Delivery, Recruitment, CS Finance and Central Finance.

The Global Capacity Manager also ensures a strict governance and reporting framework on internal CS FTE budgets, working closely together with CS Leadership.

Key Responsibilities:

• Produces FTE demand calculations based on the forecast provided by the Forecasting team, for all lines of business and ensures that these plans contain the required level of granularity so that they are fit for purpose for their stakeholders.
• Leads the annual CS FTE budget submission process during the annual and quarterly cycle in line with the requirements as outlined by Finance and CS LT input, thereby ensuring alignment within CS.
• Manages the development and maintenance of FTE Demand models in the team, with a responsibility of ensuring that these models are robust, scalable, governed and in line with the needs of WFM and the wider CS organization.
• Keeps track of the global execution of the internal CS FTE Capacity plans and provides reporting on relevant metrics such as FTE actuals vs. plan, attrition and recruitment status. Ensures internal FTE governance processes are followed.
• Is able to lead complex projects from a WFM perspective that involves cross departmental collaboration.
• Provides FTE capacity advice to (senior) management and CS LT on the incorporation of new products and target operating model opportunities when requested as well as proactively. Facilitates informed decision making by developing scenarios to illustrate the FTE impact of the options at hand.
• Leads a team of 2 Global Capacity Planners and is responsible for their professional output as well as their personal development. Defines and assigns tasks and responsibilities in line with the priorities of WFM and the wider CS department and encourages a high degree of independence and responsibility in the team.
• Looks after process documentation in the team in order to be able to drive continuous improvement and to mitigate risks.

Qualifications and Skills:

• 5+ years experience in Workforce Management and Capacity Planning
• 3+ years experience as a people manager
• Excellent analytical and quantitative skills, including track record of guiding business decisions through data-driven insights
• Demonstrated track record of defining initiatives and leading them from start to finish
• Strong problem solving and structuring skills
• Good communicator and ability to work with, influence, and align with multiple stakeholders
• People oriented and strong team player
• Visionary, focused on business impact and actionable recommendations
• Familiarity with Anaplan a plus, knowledge of databases essential
• Experience utilizing Excel and Microsoft Office applications
• Familiarity with analytical software (like R or Python)
• Relevant experience working with WFM tools
• Ability to lead WFM related projects

Total Rewards

Booking.com’s Total Rewards Philosophy is not only about compensation but also about benefits. We offer a competitive compensation and benefits package, as well unique-to-Booking.com benefits which include:

• Annual paid time off and generous paid leave scheme including: parent, grandparent, bereavement, and care leave
• Hybrid working including flexible working arrangements, and up to 20 days per year working from abroad (home country)