Workforce Planning Analyst

{ "jobLocation" : { "@type" : "Place", "address" : { "@type" : "PostalAddress", "addressCountry" : "India", "addressLocality" : "India - Gurgaon" } }, "hiringOrganization" : { "name" : "11550 Expedia Online Travel Sv", "@type" : "Organization", "sameAs" : "" }, "identifier" : { "name" : "Workforce Planning Analyst", "@type" : "PropertyValue", "value" : "R-107922" }, "datePosted" : "2026-07-21", "validThrough" : "2026-07-28", "employmentType" : "FULL_TIME", "title" : "Workforce Planning Analyst", "description" : "At Expedia Group, we help travelers explore the world, one journey at a time. As a global travel company powered by passionate people, trusted partnerships, and leading technology, we connect travelers, partners, and advertisers through our consumer brands, B2B network, and travel advertising business. Here, you'll do meaningful work that helps millions of people discover, book, and experience travel with more ease, confidence, and joy. Our five Behaviors-Traveler First, Think Big, Operate with Excellence, Ownership Mindset, and Succeed Together-help foster a supportive environment where people can grow their careers and have the flexibility, benefits, and support to do their best work. Join us and build for travelers everywhere. Workforce Planning Analyst (Gurgaon) Introduction to the Team The Product team creates high-quality end-to-end experiences for travelers, partners, and Expedia Group. Our customer-first mindset focuses on developing products that encourage loyalty and repeat business from our travelers and partners. We partner closely with teams across Expedia Group to deliver growth and strong outcomes for our customers and the company. As a Workforce Planning Analyst, you will be responsible for monitoring the performance of products, queues, and channels and identifying opportunities for improvement using statistical data mining and visualisation techniques. You will collaborate with internal partners and work with teams to analyse forecast variances, identify opportunities to improve operational efficiency, take mitigation actions that positively impact customer experience, and deliver against high organisational standards. This is a high-impact, high-visibility role with significant interaction with senior leadership and goals that directly affect business performance. Critical thinking and logical reasoning are important for success in this role. In this role, you will: Monitor critical business operations and performance indicators in real time and at daily, weekly, and monthly intervals, including call volumes, average handle times, queue times, agent availability, and service-level adherence. Respond quickly to issues that affect expected performance. Analyse potential staffing risks and develop and implement plans to help operations mitigate those risks as needed. Produce what-if scenarios to support business cases and managerial decision-making. Develop partner capacity review mechanisms to highlight roadblocks and changes in the plan, along with the impact on operations. Work across partner sites to balance workload. Gather and analyse data to identify trends and patterns. Make recommendations to reduce workload and improve productivity for partner teams, and track the results of those recommendations. Use system reporting tools to analyse current business processes and support continuous process improvements. Present results to the business in a structured, data-driven manner, simplifying complex concepts. Process daily and intraday requests for configuration and provisioning changes for internal customers. Experience and Qualifications: Proven experience producing accurate workload models using statistical techniques. Experience extracting and analyzing complex data from multiple sources. Ability to conduct analysis, draw business insights, and present findings and recommendations persuasively. Experience producing reports, communicating data in meaningful formats to