Workforce Planning Analyst

Company Description

Join us at the Accor Global Reservation Centre where you can experience daily growth, meaningful work, and a welcoming culture! For 30 years we’ve been a presence in Moncton, proud to be an employer of choice, renowned for our community contributions and dedication to creating memorable experiences. We are an inbound contact centre, answering calls in an unscripted, conversational manner while assisting with room and suite reservations for our luxury brands around the world.

Workforce Planning Analyst

Our team is growing! Do you have a passion for numbers? Do you have a desire to learn new tasks and find fulfillment in helping your colleagues? Do you enjoy collaborating with team members to gain efficiencies and deliver results? If so, consider joining our highly respected Workforce Planning team.

Job Description

What you will be doing:

As a Workforce Planning Analyst, you will support the scheduling and staffing of Luxury Reservation Sales Consultants, Customer Care Advisors, Executive Travel Assistants and VIP Team to ensure timely schedule adjustments, efficient scheduling and real-time monitoring. You will assist with analyzing key trends and forecasts to maintain proper staffing levels. This role also proactively coordinates with supervisors and team leaders to ensure visibility and alignment for workforce planning needs.

Reporting to the Team Leader, Workforce Planning:

• Respond to requests from consultants and other departments within GRC via phone and email.
• Monitor statistics by half-hour to maintain adequate staffing levels for the day as well as review short range forecast.
• Monitor Luxury Reservation Sales Consultants schedule adherence to ensure a smooth and efficient operation.
• Identify key dips in service levels and recommend proactive solutions.
• Analyze real-time and historical data to provide insights into workforce efficiency and recommend process improvements.

Qualifications

What you need to be successful:

• Must be fluent to a professional level in English, including reading, speaking and writing.
• Minimum of 2 years of experience in forecasting, staffing analytics, and workforce scheduling in a Contact Centre environment.
• Experience working with workforce management systems (e.g., NICE, Verint, Aspect, or equivalent).
• Strong analytical skills with proactive approach to decision-making and problem solving.
• Detail-oriented with strong data entry and reporting accuracy.
• Team player with excellent communication and interpersonal skills, with the ability to present data findings to stakeholders.
• Self-motivated with excellent time management and organization skills.
• Proven flexibility in adapting to an ever-changing environment.
• Knowledge of Excel or a willingness to learn.

Location and Availability requirements:

• Must be currently legally entitled to work full time in Canada.
• Able to work in person at our Centre in Moncton; this position cannot be fully remote.
• If choosing the hybrid option, must be able to work on-site a minimum of 2 days a week in-house, have a suitable home workspace and a high-speed, direct internet connection.
• This is a full-time, permanent career position; we are not hiring for part time.
• Must be available to work afternoons, evenings, and holidays.
• If Hybrid or Home Based, must have a direct connect high-speed internet connection (not wireless) and suitable home office workspace.

Additional Information

Your team and working environment:

The Workforce Planning Team is a tenured, close-knit team of experts who take pride in their roles and strive to provide timely answers and support. We work collaboratively and support one another in our day-to-day tasks and career development objectives.

Our commitment to Diversity & Inclusion:
We are an inclusive company, and our ambition is to attract, recruit and promote diverse talent.

Why Accor Global Reservation Centre?

Our inclusive culture values diversity, sustainability, and community impact. You’ll work with a passionate team dedicated to discovering your talents and helping you thrive in your career.

We support you to grow and learn every day, making sure that work brings purpose to your life, so that during your journey with us, you can continue to explore Accor’s limitless possibilities. By joining Accor, every chapter of your story is yours to write and together we can imagine tomorrow's hospitality.

How to Apply: careers.Accor.com Keyword: Moncton

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Hospitality is a work of heart.