Posted On: 06-18-2018
Position Title: Workforce Planning Coordinator
Job Location: Orlando, FL
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Job Summary:

The Workforce Planning Coordinator is responsible for managing the current and future week operations of the Hospitality Contact Centers coordinating all activities across multiple sites to meet service level objectives throughout hours of operation.  Coordinate with management staff on coaching, training, off phone workload needs, etc. and optimally schedule these activities to the demands of the inbound calls.



–       Approve or deny time off requests based on budgeted availability

–       Enter data exceptions and audit schedules in workforce management software as it relates to phone based pay

–       Input reference data and populate reports that will be used for capacity planning within the contact centers. Coordinate the reporting of this information to various internal customers on a daily and weekly basis to assist in the short and long-term planning for the contact centers. Generate ad-hoc reports as needed

–       Monitor contact center performance against established service level objectives and make adjustments to schedules as needed to ensure service levels are met including shift bids for multiple contact centers and call queues for several hundred counselors

–       Forecast inbound calls and make overtime, off phone and time off recommendations

–       Conduct break, lunch and time off optimization to ensure proper spacing between activities

–       Liaison with local sites providing a resource, support, and communication between other departments as well as coordinate with all sites on operational issues impacting service level goals

–       Special projects and duties assigned at the direction of management


Minimum Qualifications:

– High school diploma or its equivalent

– Advanced skills in Microsoft tools (Excel, Access, Outlook, Word)

– Strong analytical and problem solving skills

– Solid verbal and written communication skills

– Call Center experience

– Strong attention to detail. Should have a creative approach to problem solving

– Comfortable working under pressure including meeting deadlines

– Must possess the ability to multi-task and prioritize in a fast-paced environment

– Strong team player with superior interpersonal skills and demonstrates ability to effectively interact with all levels of management and non-management team members

– Positive and professional demeanor

– Self-motivated and able to work with limited direction

– Ability to maintain confidential information


Preferred Qualifications:

– Bachelors degree

– Workforce management software experience

– Experience with IEX/NICE.  Cisco based telephone systems and skills based routing



A career at Wyndham offers you great benefit opportunities with a competitive package of salary and bonus, benefits and recognition.  In addition to great employee discounts on such travel related areas as hotel & lodging, car rentals & other goods & services, you will receive:

–       Medical/dental and vision care plans

–       A 401(k) program that matches dollar for dollar up to 6% of salary (to government max)

–       Programs that include Flexible Spending Accounts, short & long term disability, life insurance & educational assistance amongst others


Along the way, you will have an opportunity to contribute to improving the world around us through our volunteer efforts and global sustainability program, Wyndham Green.


Come and be part of One Family, One Team, One Company . . . Wyndham


People Make the Difference


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