Analyst: Central Sales and Service WFM

Our mission is to create the Experience of a Lifetime for our employees, so they can, in turn, create the Experience of a Lifetime for our guests. We own and operate the most renowned destination resorts in the world as well as regional and local ski areas outside major cities, and connect them all through one unrivaled network. We are looking for ambitious leaders, innovators and creators to join our talented team. If you’re ready to pursue your fullest potential, we want to get to know you!

Candidates for year-round positions are reviewed on a rolling basis. Applications will be accepted up to 90 days after the posting date, or until the position is filled (whichever is first).

Job Summary:

The WFM and Payroll Analyst is responsible for the development of the WFM tool, along with forecasting and scheduling. This person will work closely with CSS Leadership to support operations, produce statistical information on compliance and operational indices, and produce reports to track trends, productivity, and efficiency recommendations. Responsible for up to 50 hourly employees’ payroll monitoring, time adjustments, incentives, and approvals. Reporting for this position will cover all aspects of the business from Payroll, call forecasts, to labor budgets. They will act as a leader within the division and manage, motivate, and develop the performance of team member(s).

Job Specifications:

• Starting Wage: $58,461.98 - $77,126.78
• Employment Type: Year Round
• Shift Type: Full Time hours available
• Minimum Age: At least 18 years of age
• Housing Availability: No

Job Responsibilities:

• Responsible for providing WFM system development, direction, forecasting, statistical modeling, scheduling, and post-performance analysis to ensure consistent achievement of KPIs based upon historical trends, seasonal patterns, significant events (i.e. media times, sale dates, etc.), and agent performance.
• Supports operations, both in US based teams as well as BPO, and reporting teams in analyzing historical trends, building and maintaining forecast models for short- and long-term forecasts/budgets, and providing input on improving metrics.
• Analyzing trends relative to scheduling and scheduling staff accordingly to ensure optimal cost-effectiveness, operational efficiency, and service delivery.
• Establishes a statistical baseline forecast for all departments. Provides clear communication of the forecasted workload, changes, assumptions, inputs, etc. to the Sr. Leadership team.
• Partner with other areas, including Marketing, Revenue Management, Operations, and BPO to understand the key drivers of volume and incorporate them into forecasting and planning.
• Develop and produce reporting to measure performance, analyze data, and take any appropriate action to improve results.
• Proactively identify and provide recommendations regarding new opportunities to improve business processes in the context of servicing customers.
• Assist with monitoring and maintaining payroll, time adjustments, incentives, and approvals, ensuring hourly team members are paid accurately and on time, acting with integrity in keeping with the position.
• Facilitate and implement new initiatives and procedures to improve call center operations. Provide training and support as needed
• Maintain and build relationships with our BPO in the areas of WFM and budget. Forecast full year budget and expected expense
• Other duties as assigned

Job Requirements:

• Degree in Accounting, Finance or similar, or relatable experience.
• 1-3 years of workforce management, production planning, analytical/reporting, or forecasting experience (Pipkins, Avaya, Power BI, or Tableau experience a plus)
• WFM or Revenue Management Tool
• MS Office Power User (Word, Excel, PowerPoint, Power BI, Teams)
• English proficiency
• Ability to demonstrate strong analytical skills, with an emphasis on forecasting
• Complex problem-solving, judgment, critical thinking and decision-making skills
• Ability to communicate complicated data and analytical problems verbally, in writing, or in presentation form to core stakeholders and partners across the enterprise
• Must maintain confidentiality about sensitive information
• Contact Center experience
• Required to work some evenings and weekends. May need to work some holidays
• Pipkins; Avaya; PeopleSoft; Guest Connect
• Knowledge of revenue management concepts, tactics, and processes a plus.

The expected Total Compensation for this role is $58,461.98 - $77,126.78. Individual compensation decisions are based on a variety of factors.

Job Benefits

• Ski/Mountain Perks! Free passes for employees, employee discounted lift tickets for friends and family AND free ski lessons
• MORE employee discounts on lodging, food, gear, and mountain shuttles
• 401(k) Retirement Plan
• Employee Assistance Program
• Excellent training and professional development

Full Time roles are eligible for the above, plus:

• Health Insurance; Medical Insurance, Dental Insurance, and Vision Insurance plans (for eligible seasonal employees after working 500 hours)
• Free ski passes for dependents
• Critical Illness and Accident plans

Employees can work remotely from British Columbia, Washington D.C., and the 16 U.S. states* in which we currently operate. This includes: California, Colorado, Indiana, Michigan, Minnesota, Missouri, New Hampshire, New York, Nevada, Ohio, Pennsylvania, Utah, Vermont, Washington State, Wisconsin, and Wyoming.

Please note that the ability to work in person or off-site, and the particulars related to such work, are subject to change at any time; and, accordingly, the Company reserves the right to change its policies and/or require in-person/in-office work or off-site work at any time in its sole discretion.

In completing this application, and when submitting related documentation, applicants may redact information that identifies their age, date of birth, and/or dates of attendance at or graduation from an educational institution.

We follow all federal, state, and local laws including restrictions on child/minor labor. Minors hired into this position will not be asked or permitted to engage in any activities restricted to adult workers.

Vail Resorts is an equal opportunity employer. Qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, sexual orientation, gender identity, disability, protected veteran status or any other status protected by applicable law.

Requisition ID 512696
Reference Date: 11/22/2025
Job Code Function: Reservations