Manager- Workforce Management

Work to turn vacation dreams into life-long memories by becoming a part of the Apple Leisure Group (ALG) team! We strive to be the first choice in vacation travel, enriching lives and uniting the world.

Grow your career as our Manager- Workforce Management with Apple Leisure Group (ALG)! As the Manager- Workforce Management, you are responsible for developing accurate forecasts & schedules for multiple channels, including but not limited to: inbound, outbound, email and chat, and the allocation of those forecasts among multiple LOBs in the Contact Center and Operations organization. You will interpret and react to the performance of multiple sites, provide project and post-project data gathering and provide reporting related to the preceding.

A successful Manager- Workforce Management will be responsible for:

• Forecasting expected contact totals across multiple lines of business and communication channels
• Scheduling employees at the optimal time compared to forecasted headcount requirements, communicating to employees, and coordinating with management to ensure a consistently smooth customer experience and achieving intraday and daily SLAs
• Managing the training plan to ensure optimal resource utilization.
• Proactive identification, escalation and resolution of call volume interruptions and system outages that impact contact center performance
• Managing reporting of various metrics including time & attendance & shrink
• Performs other duties or special projects as required or as assigned by a manager

Requirements:

• High school diploma/GED
• Prefer Bachelor’s degree in business, statistics or similar degree or equivalent experience
• Three to five years’ workforce management experience and strong knowledge of call center operations
• Experience with business intelligence analysis including root cause analysis, forecasting trends
• Intermediate knowledge of Excel, strong verbal and presentation skills
• Prefer experience utilizing WFM applications IEX or Calabrio (preferred), Aspect, Verint, Pipkins, Genesys
• Strong analytical and problem-solving skills including root cause analysis
• Strong business acumen
• Strong interpersonal skills
• Strong written and oral communication skills
• Experience with change management
• Ability to understand business needs and translate them to functional / technical requirements.

**Remote candidates welcome to apply!

About Apple Leisure Group

As North America’s only vertically-integrated travel, hospitality and leisure management group, Apple Leisure Group is an industry innovator that combines the expertise of 14 leading brands. Our unique niche allows us the special opportunity to oversee every aspect of the travel experience, from the moment a guest books a trip to the time they return home. ALG consistently delivers exceptional value to travelers and strong performance to resort owners and partners by strategically leveraging the power of its portfolio of brands across five segments, comprising:

• Vacations: The largest seller of vacation packages and charter flights in the U.S. for travel to Mexico and the Caribbean, moving approximately 3.2 million passengers annually through well-established vacation brands
• Resort Brand Management: management of 5-star and 4-star luxury resorts through AMResorts® award-winning brand portfolio
• Destination Management Services: Best-in-class destination management services provided by Amstar® DMC and Worldstar®
• Loyalty Program: Exclusive loyalty program Unlimited Vacation Club®
• Technology Solutions: Innovative technology solutions provider Trisept Solutions®, connecting over 88,000 travel agents with leading travel suppliers.

To learn more about the Apple Leisure Group advantage, visit appleleisuregroup.com.

About ALGV

Vacations, a division of ALG, is the largest seller of vacation packages and charter flights in the U.S. for travel to Mexico and the Caribbean. ALGV consists of 6 consumer e-commerce vacation brands including Apple Vacations, BeachBound, CheapCaribbean, Funjet Vacations, Southwest Vacations, and United Vacations.

Our Values

At ALG, we call our employees Team Members, because we are more than just employees. We are united as a team, working toward a common mission and vision. Together, we are committed to live the core values by which we operate:

We Care • We Are Authentic • We Inspire Action • We Do It Together • We Own our Results

We Are Hungry For More • We do Everything With Passion

Benefits at a Glance

We offer competitive salaries and a comprehensive benefit package to our U.S. based employees:

• Medical, Dental and Vision Insurance
• Basic Life Insurance
• Short & Long Term Disability
• Paid Parental Leave
• Corporate Wellness Program
• Travel Discounts & Deals
• Paid Time Off & Holidays
• 401(k) Plan with Company Match

We are proud to be an EEO/AA employer M/F/D/V. We maintain a drug-free and tobacco-free workplace and perform pre-employment background checkss