GetYourGuide
SeniorWorkforceManagementAnalyst
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optimal for Senior candidates.
“Senior Workforce Management Analyst at GetYourGuide. Skills: Workforce Planning, Forecasting, Capacity Models, AI-driven Insights, Stakeholder Support. Deliver accurate long-term, medium-term, and short-term workforce planning and forecasting across Customer Care Operations. Support budget planning processes with data-driven capacity models and cost projections”
Industry & Context.
Practical, solution-oriented approach with a focus on driving measurable impact
Work from anywhere in the world for 30 days per year
What They're Looking For.
Must Have
5+ years in Workforce Management, Deep understanding of forecasting methodologies, Proven ability to build accurate capacity models, Expert-level Google Sheets/Excel skills, Advanced formulas, data modeling, and extracting insights from large datasets, Experience leveraging AI and automation to enhance forecasting accuracy and optimize workforce planning, Excellent stakeholder management & communication skills, Ability to integrate multiple data sources to develop comprehensive forecasts and budget models, Customer-centric mindset, Agile and adaptable, Practical, solution-oriented approach with a focus on driving measurable impact
Nice to Have
Experience with SQL for data extraction and analysis, Python proficiency for advanced analytics, automation, and forecasting models, Track record of implementing or contributing to WFM solutions (e. g. , system migrations, new platform rollouts), Experience with LLM APIs (OpenAI, Gemini, Anthropic) for AI-driven automation and insights, Familiarity with contact center technologies and workforce management platforms, Background in building or optimizing flexible workforce models (hybrid, BPO, gig economy)
What You'll Do.
Deliver accurate long-term
and short-term workforce planning and forecasting across Customer Care Operations
Support budget planning processes with data-driven capacity models and cost projections
Contribute to the design and implementation of a new
flexible workforce management setup
Leverage AI and analytics to enhance forecasting accuracy and optimize staffing efficiency
Develop and maintain workforce models
and reporting frameworks
and opportunities to improve operational performance
Partner with Care Operations teams
and cross-functional stakeholders to ensure optimal resource allocation
Provide analytical support for capacity planning
Contribute to the continuous evolution of WFM processes
How You'll Work.
Team & Collaboration
Partner with Care Operations teams, BPO partners, and cross-functional stakeholders (including supplier ops) to ensure optimal resource allocation
Communication Scope
Excellent stakeholder management & communication skills – translating complex data into clear narratives and driving alignment
Full Job Description
Change the way the world travels Join the GetYourGuide journey to connect people with unforgettable travel experiences around the world. Millions look to us for unique activities they can trust, and it’s all powered by our commitment to make every single journey extraordinary - including yours. Ready to unlock your potential with a community of fellow explorers? Find your next role at our Berlin HQ or one of our local offices around the globe, from New York to Bangkok. Head to getyourguide.careers to take the first step. Team mission We empower GetYourGuide's Care ecosystem to deliver exceptional customer experiences by providing strategic insights, forecasting excellence, and data-driven decision-making capabilities that serve all our stakeholders—from customer support teams to supplier operations and beyond. Your Mission As Senior Workforce Management Analyst, you will be instrumental in optimizing workforce performance and driving operational excellence across GetYourGuide's global Care ecosystem. Your mission encompasses: Workforce Planning & Forecasting Deliver accurate long-term, medium-term, and short-term workforce planning and forecasting across Customer Care Operations Support budget planning processes with data-driven capacity models and cost projections Contribute to the design and implementation of a new, flexible workforce management setup that scales with business growth Analytics & AI-Driven Insights Leverage AI and analytics to enhance forecasting accuracy and optimize staffing efficiency Develop and maintain workforce models, dashboards, and reporting frameworks that drive informed decision-making Identify trends, inefficiencies, and opportunities to improve operational performance Collaboration & Stakeholder Support Partner with Care Operations teams, BPO partners, and cross-functional stakeholders (including supplier ops) to ensure optimal resource allocation Provide analytical support for capacity planning, scheduling, and SLA adherence Contribu
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