Workforce Management Specialist

Who is WebBeds?

WebBeds is the fastest growing and most significant accommodation supplier to the travel industry. We are a global company offering ground services (hotels, transfers, tours, activities) to travel professionals. Our products help our partners and customers to create amazing Travel experiences.

Our Products range from a Retail Online platform, Integration Connectivity hub and distribution APIs to name but a few and our systems are 100% cloud hosted processing up to 5.0bn search requests daily. We deliver amazing outcomes using leading edge technology through innovative and creative thinking.

WebBeds is a subsidiary of Web Travel Group – an ASX 200 listed company operating a global digital travel business.

What makes us stand out?

• We are a wholesale global travel organisation
• We have 1500+ people speaking 50+ languages in 120+ cites across 50+ countries
• We partner with over 430,000 properties in more than 15,000 destinations
• We work with more than 44,000 travel companies in 139 source markets
• We have an amazing Technology team focused on delivering valuable outcomes using innovative tech and creative & lateral thinking

The Workforce Management Specialist is responsible for delivering accurate forecasting and scheduling to ensure the right staffing levels are in place to meet business needs and service level objectives. This role ensures efficiency by balancing customer demand, operational targets, and employee engagement, while providing insights to support data-driven decision-making.

In this role you will:

• Develop accurate short and long term demand forecasts using historical data, trends, and business inputs
• Create, maintain, and optimize schedules to align staffing with forecasted demand
• Monitor and report on schedule adherence, coverage, and variances
• Partner within Operational teams to incorporate new initiatives, events, or changes into workforce plans
• Conduct ongoing analysis of forecast and schedule accuracy, recommending adjustments for continuous improvement
• Provide reporting and insights on staffing efficiency, productivity, and service level performance

Key elements to this role include, but not limited to:

• Forecast accuracy (variance between forecasted and actual volumes)
• Schedule efficiency (match between staffing supply and demand)
• Service level and occupancy performance against targets
• Adherence to published schedules
• Timely delivery of workforce reports and insights to stakeholders
• Continuous Learning and Development: Show commitment to staying updated with industry trends, advancements in WFM tools and techniques, and actively seek opportunities to improve skills and knowledge through professional development activities
• Strong understanding of key contact center metrics (AHT, SLAs, shrinkage, occupancy, adherence)
• Strong analytical, numerical, and problem-solving abilities
• Excellent attention to detail and accuracy in reporting
• Effective communication skills to present data and recommendations to stakeholders
• Ability to work in a fast-paced environment with shifting priorities
• Strong collaboration and interpersonal skills to work effectively with cross-functional teams and roles
• Advanced proficiency in Microsoft Excel
• At least 2 years of experience in Workforce Management or related field, preferably in a contact center environment
• Data Analysis & Reporting – Track record in analyzing KPIs (AHT, service level, occupancy, shrinkage, occupancy, shrinkage, adherence, etc) and producing actionable reports
• Forecasting & Scheduling - Prior experience building and maintaining schedules, shift patterns, and headcount plans
• Capacity Planning – Exposure to long-term and short-term workforce planning
• Real-Time Management – Hands-on experience monitoring queues, adjusting staffing, and managing adherence
• WFM Tools Proficiency – Working knowledge of platforms like NICE, Verint, Aspect, Genesys, or Zendesk WFM
• Knowledge in SQL and PowerBI is a plus
• Working experience with Sharepoint is a plus
• Working knowledge with Five9 and Zendesk products, particularly the WFM tool

Why choose us as your next destination?

We are super proud of our dedicated team of friendly, energetic & passionate professionals. Our people are key to the success of our business & everybody at WebBeds has their own unique role to play as we continue to drive the company forward.

Over 50 different languages are spoken by our workforce, but whether working from offices in Dubai or London or out in the field in Johannesburg or Buenos Aires, we all share the common goal to take pride in what we do & to deliver our partners with unbeatable service & support.

International highly skilled group of experts from all around the globe

Dynamic environment with the chance to grow, influence & impact change
Disruptive, fast-growing market leader within travel & endless possibilities
Culture built on collaboration empowerment and innovation

Find out more about the WebBeds business at - #LI-Hybrid