Posted On: 11-15-2019
Position Title: Workforce Optimization, Real Time Analyst
Job Location: Orlando, FL
Apply Online:

Job Summary:

Contribute to the management of current week operations of the Wyndham Destinations Contact Centers. Coordinate all activities across a multi-site and At Home environment to meet service level objectives in a real-time manner.


  • Enter data and information into the workforce management systems
  • Coordinates current week scheduling and adherence activities ensuring performance goals are met.
  • Serves as a subject matter expert and work force management liaison for the operations and leadership teams to ensure consistent business goals are achieved.
  • Coordinates intra-day schedule adjustments for current week.
  • Administers overtime and under-time opportunities to support service goals
  • Responsible for monitoring the real-time effectiveness of the forecast and the execution of the scheduling plan while effectively communicating with all sites to address service opportunities or issues.
  • Gathers, analyzes and summarizes data from multiple sources in support of disseminating meaningful workforce data and metrics to the operation and leadership.
  • Current week time off administration
  • Generate ad-hoc reports as needed
  • Special projects and duties assigned at the direction of management
  • Responsible for daily analysis of call volumes, monitoring and adjusting staff resources to meet inbound demands and performance goals
  • Responsible for answering calls delivered to a queue for attendance and Workforce related support
  • Responds to tickets/issues in a timely manner outlined by internal service level thresholds
  • Performs other duties as assigned
  • Primary contact for all call center system wide outages
  • Ensure the optimization and efficient utilization of 750+ resources



  • High School diploma/GED, Bachelor’s degree in a related field preferred
  • One (1) year call center or customer service experience or equivalent combination of education and experience required.
  • Experience with workforce management and/or staffing software preferred
  • Good judgment, reasoning and problem solving skills
  • Strong organizational skills and follow-through abilities with particular attention to detail
  • Analytical and interpretive skills
  • Excellent oral and written communication skills, including presentation skills
  • Ability to multi-task and function in high volume area and effectively handle deadlines
  • Ability to work in both a team environment and individually
  • Demonstrates ability to effectively communicate with all levels of management and non-management team members
  • Flexibility
  • PC literate, including advanced Microsoft Office (Word, Excel, PowerPoint and Outlook) product knowledge
  • Self-motivated and able to work with limited direction
  • Regular, consistent and punctual attendance. Must have the ability to potentially work nights and weekend or flex schedule with changing business needs
  • Ability to travel up to 10%


Apply at