Intraday Staffing Analyst

Join Wyndham Hotels & Resorts, the world's largest hotel franchising company, as an Intraday Staffing Analyst in our Saint John, New Brunswick office.

We are seeking a highly analytical individual to play a key role in our mission to make hotel travel possible for all. As an Intraday Staffing Analyst, you will actively support all efforts to simplify and enhance the customer experience within General Reservations, Wyndham Rewards, and Customer Care.

• Review, analyze, and assess Volume and FTE forecasts to ensure accuracy and meet business requirements.
• Update intraday (interval) contact volume and average handle time for all call types and contact centers based on global forecasts and real-time trends.
• Making manual adjustments in IEX Totalview to account for out-of-pattern days, including days after holidays, events, or outages.

You will work closely with internal operation teams and outsourced partners to identify trends in absenteeism, turnover, and other events impacting staffing availability.

• Monitor and manage intraday staffing in internal and outsourced contact centers to ensure balancing of staff requirements and compliance to outsourced contracts.
• Provide guidance and coordinate with outsourced partners in administering real-time overtime and voluntary time off activities.
• Make real-time adjustments to staffing forecasts in IEX Totalview, including shrinkage, to provide the most accurate and up-to-date view of staffing forecast to requirements.

You will also develop and communicate intraday customer experience and efficiency analysis to highlight events that cause interruption of service.

• Bachelor's degree in statistics, business, or a related field preferred or equivalent experience.
• Minimum 3-5 years of workforce management/command center experience.
• Excellent analytical and problem-solving skills.
• Ability to communicate orally and in writing in a clear and straightforward manner.

Wyndham Hotels & Resorts is the champion of the everyday traveler. With more hotels than anyone else, we offer the largest and widest collection of hotel experiences in the world.

• Competitive salary: $55,000 - $65,000 per year.
• Growth opportunities through best-in-class training and career development.
• Flexible working hours and remote work options.
• A dynamic and inclusive work environment.