Hybrid Senior Operations Capacity Planning Analyst bei HBX Group

HBX Group is the world’s leading technology partner, connecting and empowering the world of travel. We’re game-changers, disruptors, the people who bring together local and global brands in accommodation, transport, activities and payments through our network of 300,000 hotels worldwide, 60,000 hard to reach high value clients such as tour operators, travel agents and loyalty schemes across 140 source markets. We are tech-driven, with a customer-first philosophy, and commercial teams whose knowledge and relationships on the ground are second to none. And of course we have an amazing team! Our people, Team HBX Group, are the beating heart of the company who we encourage to ‘move fast, dream big and make the difference’ every day. In fact, we believe that it is tech + data + people that truly sets us apart in the market, alongside our ‘global approach, local touch’ mentality. We’re headquartered in Palma, Mallorca and employ around 3,500 people worldwide.

JOB DESCRIPTION:

Tasks:

• Own, maintain and improve the capacity forecasting process for the Global Customer Service area, with specific focus on calculating the resource requirements for the Contact Centre teams on a rolling basis

• Liaise with other teams within Customer Service (Hubs, Reporting, Workforce Management), as well as external teams (HR Business partners, Talent Acquisition, Finance), in order to ensure that identified needs are being delivered

• Monitor and report performance against plans to Customer Service leadership to ensure that both service level and cost objectives are met

• Coordinate with our finance business partners in order to develop the annual budget and forecasts

• Assist with other team requirements such as Gap Analysis, External Benchmarking and Target Setting

• Provide financial insight and analysis to support decision-making

Skills needed:

• Relevant experience in planning and forecasting or other related experience in finance

• University degree in a scientific field (Accountancy, Mathematics, Engineering) or similar

• Fluency in English, Spanish is a plus

• Proficiency with Excel and Tableau, SQL knowledge is a plus

• Ability to work independently but also a team player with strong interpersonal skills

• Tenacity, proactive, strategic thinking and comfortable working on multiple initiatives simultaneously

You will have the opportunity to work for a company that is going through significant change in becoming the world´s leading travel services provider. We are looking for people that are ready to ride the wave in this exciting journey.

As well as an attractive benefits package you will be able to work: 

• Within an innovative, engaging and multicultural environment.

• Have the opportunity to build strong and lasting business relationships and friendships from around the world.

• Have the opportunity in developing your career locally or within one of our beautiful working locations across the globe.