Global Capacity Planner - Customer Service

　　Role Description:

　　The Global Capacity Planner for CS ABU provides capacity planning calculation services and ensures the right number of CS staff in order to achieve CS service level targets and goals. The Global Capacity Planner supports building the quarterly FTE submissions that form the input to CS Finance & FP&A, tracks deviations from plans and adjusts where needed based on agreed input. This team has a global scope, vital to managing an annual budget of more than 400 million euros. These FTE submissions are Strategic long-term planning is needed to help staff the contact centers; the Global Capacity Planner makes this happen through applicable WFM staffing principles, advanced Excel modeling and Anaplan tooling. The Global Capacity Planner is a link between WFM and Operational Management for internal FTE and a link to the External Partners Resource Team for EPS FTE.

　　Key Job Responsibilities and Duties : Oversee the Global Customer Service process of Capacity Planning from a strategic angle Assists Service Delivery in identifying and understanding staffing challenges and proposed solutions Evaluate staffing needs based on the strategic forecast and develop long term plans to meet staffing requirements Works together with the Global Forecasters to create detailed FTE demand insights per language Develop multiple staffing scenarios and account for unforeseen challenges or changing business requirements Liaise with WFM, Operations, Partner Services and HR/Recruitment on correct implementation and execution of the staffing plan Streamline and improve current processes, change management Identify and resolve potential staffing issues Maintain collection and tracking processes for relevant data Maintain appropriate records of staffing decisions and changes on a regular basis Provide a variety of timely reports to management Produce and/or support Global Capacity Planning Manager on ad hoc projects Support in the development of the WFM life cycle within Booking.com Role Qualifications and Requirements : Prior and relevant experience from Workforce or Capacity Planning required Ability to oversee projects from a strategic angle and steer for the desired outcome Experience in coordinating tasks and building professional relationships Has the ability to explain complex WFM/staffing challenges in simple terms Experience in project management Outstanding analytical skills and ability to see trends and patterns in data Ability to prepare and present reports accurately and clearly Strong planning, time management, and organizational skills Ability to communicate effectively in English, both verbally and in writing Self-starter with an ability to work efficiently, effectively and independently Advanced Microsoft Excel skills Experience in preparing FTE budget Basic knowledge of SQL and databases preferred Knowledge of Anaplan tooling is plus Experience working with a WFM-tool preferred Benefits & Perks:

　　In order to bring your best self to work every day, you need a positive and caring environment that provides for your wellbeing. Health insurance Free access to Headspace for you and your loved ones Meditation and Breastfeeding rooms at the office Booking Cares - 2 days per year to volunteer and learn Life is unpredictable, so we're here to provide some additional financial support in addition to our competitive rewards. Life insurance Pension plan Referral bonus We want you to do your best work and we know that doesn't always mean working from an office. Working from Home Furniture and Ergonomic Support Working from Abroad - work from where you have the legal right to work for 20 days per year At Booking.com, we're making it easier for everyone to experience the world. This includes our own employees, so we're giving you some additional benefits to get you out and about. Discounts & Wallet credits to spend on our products Upgrade to Booking.com Genius Level 3 Friends & Family Booking.com discount vouchers At Booking.com, we're constantly growing, and we want to provide resources to help grow your career. Free access to online learning platforms Development and mentorship programs to support career growth Access to trainings and workshops Team development opportunities They say too much of something can be bad, but we say no way when it comes to more benefits. On-site meals, coffee and snacks Inspiring spaces to work, recharge and collaborate with fellow colleagues Pre- Employment Screening:

　　If your application is successful, your personal data may be used for a pre-employment screening check by a third party as permitted by applicable law. Depending on the vacancy and applicable law, a pre-employment screening may include employment history, education and other information (such as media information) that may be necessary for determining your qualifications and suitability for the position.