Workforce Management (WFM) - Capacity Planner
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Job description
About the Position
Workforce Management (WFM) - Capacity Planner
Location: Bangkok, Malaysia
At Agoda, we bridge the world through travel. Our story began in 2005, when two lifelong friends and entrepreneurs, driven by their passion for travel, launched Agoda to make it easier for everyone to explore the world.
Today, we are part of Booking Holdings [NASDAQ: BKNG], with a diverse team of over 7,000 people from 90 countries, working together in offices around the globe. Every day, we connect people to destinations and experiences, with our great deals across our millions of hotels and holiday properties, flights, and experiences worldwide.
No two days are the same at Agoda. Data and technology are at the heart of our culture, fueling our curiosity and innovation. If you’re ready to begin your best journey and help build travel for the world, join us.
Responsibilities
The Capacity Planner role (CP) operates as a specialist role within CEG’s WFM team. Providing support, through forecasting and operational capacity performance analysis, to the CEG front line operations. The CP is a ‘subject matter expert’ in WFM, in this way the role holders support CEG balance the demands to customer SLA targets and business objectives.
Activities Performed on the job:
- Medium and short-term forecasting
- Create medium term forecast (4-12 weeks) based on latest HC model FC, considering latest demand and AHT trends
- Calculate daily and hourly HC requirement (per channel) to be used by Schedule Planners in roster planning
- Create short-term forecast (0-4 weeks) to see possible short falls on staffing based on actual scheduled HC
- Shrinkage planning
- Manage planned shrinkage (external and internal) based on team’s capacity
- Communicating any increase or decrease in planned shrinkages to stakeholders e.g., Ops teams, LnD, etc.
- Levers planning
- Planning overflow of supply (FL support, Chameleon) based on over or under supply of HC vs requirement
- Planning of demand suppression in the form of demand levers
- Stakeholder Engagement:
- Collaborate with key stakeholders (e.g., CST Service Delivery Managers, LnD, wider WFM team) outside bi-weekly meetings regarding medium and short-term forecasting, shrinkage planning, possible agent behavior issue based on data.
- Present in bi-weekly meetings discussing the review and learnings in the past 2 weeks and preview of what to expect in the next 8 weeks, including recommendations on how to eliminate/minimize possible pain points in delivering business requirements.
- Participate with added value in meetings and engagements with key stakeholders (e.g., CEG tech Team, Regional Managers and wider WFM team).
- Other non-core tasks:
- Support new team members and interns.
- Process improvement
- Other activities as defined by WFM Manager.
- Prepare related WFM report
Requirements
-
Core Skills:
- Agoda & function specific processes
- Analytical Ability & Problem Solving
- Data analysis
- Data driven strategy
- Decision making ability
- Effective communication (Verbal and written)
- Presentation
- Process Improvement
- Result driven
- Time / workload management & prioritization
-
Secondary Skills:
- Experience in capacity planning within/outside contact center environment
Expectations - Behaviors and Values
- Continuous improvement: Regularly identifies improvement opportunities, quantifies them, and follows through to measurable/demonstratable outcomes. Embraces both successes and failures to learn and maximize the benefit. Embraces and drives change, is open and supportive of improvement opportunities identified by others.
- Deliver better together: Collaborates and engages with colleagues and broader Agoda teams to share ideas and learning and work together toward shared ambitions. Is respectful to colleagues, open to different perspectives /viewpoints, and positively contributes to discussions.
- Enable others` success: Is committed to building and nurturing a culture of frequent feedback, coaching and career development. Provides clarity on accountabilities and goals and progress. Regularly takes the opportunity to connect and align teams and team members to the Agoda/CEG strategy, making these relevant and digestible.
Qualifications, Experience and Training Required
- Qualifications: High-level written & verbal language/communication skills. Intermediate or above computer literacy (MS Excel particularly) High level problem solving / analytical reasoning skills. Working knowledge on the basics of WFM functions and terminologies
- Experience: Experience in contact center workforce planning OR other relatable supply and demand forecasting OR contact center manager experience with operational understanding of WFM capacity planning benefits.
- Trainings: OJT, capacity planning onboarding, high level training on other WFM functions
We Offer
- Competitive salary
- Visa & relocation will be provided
About the Company
At Agoda, we pride ourselves on being a company represented by people of all different backgrounds and orientations. We prioritize attracting diverse talent and cultivating an inclusive environment that encourages collaboration and innovation. Employment at Agoda is based solely on a person’s merit and qualifications. We are committed to providing equal employment opportunity regardless of sex, age, race, color, national origin, religion, marital status, pregnancy, sexual orientation, gender identity, disability, citizenship, veteran or military status, and other legally protected characteristics.
We will keep your application on file so that we can consider you for future vacancies and you can always ask to have your details removed from the file. For more details please read our privacy policy.
Equal Opportunity Employer
At Agoda, we pride ourselves on being a company represented by people of all different backgrounds and orientations. We prioritize attracting diverse talent and cultivating an inclusive environment that encourages collaboration and innovation. Employment at Agoda is based solely on a person’s merit and qualifications. We are committed to providing equal employment opportunity regardless of sex, age, race, color, national origin, religion, marital status, pregnancy, sexual orientation, gender identity, disability, citizenship, veteran or military status, and other legally protected characteristics.
We will keep your application on file so that we can consider you for future vacancies and you can always ask to have your details removed from the file. For more details please read our privacy policy.
Disclaimer
We do not accept any terms or conditions, nor do we recognize any agency’s representation of a candidate, from unsolicited third-party or agency submissions. If we receive unsolicited or speculative CVs, we reserve the right to contact and hire the candidate directly without any obligation to pay a recruitment fee.
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