About Agoda
Agoda is an online travel booking platform for accommodations, flights, and more. We build and deploy cutting-edge technology that connects travelers with a global network of 4.7M hotels and holiday properties worldwide, plus flights, activities, and more. Based in Asia and part of Booking Holdings, our 7,100+ employees representing 95+ nationalities in 27 markets foster a work environment rich in diversity, creativity, and collaboration. We innovate through a culture of experimentation and ownership, enhancing the ability for our customers to experience the world.
Our Purpose - Bridging the World Through Travel
We believe travel allows people to enjoy, learn and experience more of the amazing world we live in. It brings individuals and cultures closer together, fostering empathy, understanding and happiness.
We are a skillful, driven and diverse team from across the globe, united by a passion to make an impact. Harnessing our innovative technologies and strong partnerships, we aim to make travel easy and rewarding for everyone.
Get to Know our Team:
The WFM Schedule Planner operates as a mid-level specialist role within CEG’s WFM Schedule Planning team, with responsibilities in creating and publishing accurate agent and Team Manager schedules. The Schedule Planner will organize schedules to optimize balanced SLA delivery and comply with legal and operations constraints. This role also has responsibilities for all schedule activities, such as shift assignment, training, meeting, and coaching as well as all JIRA ticket requests, for agent pull-out. This role is also a ‘subject matter expert’ in Verint setup and maintain Verint profile.
The Opportunity:
We are looking for WFM Schedule Planners to support our growing CEG team.
If you are someone looking for the next exciting journey in your career, and think you can further develop your love for forecasting, scheduling and planning, then we might have the opportunity for you.
In this Role, you'll get to:
1. Do shift and specialization planning based on demand need
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- Design schedule patterns that is non-bias, best fit with demand need and complying to local regulation
- Upload and publish rosters into Verint
- Review changes in demand need, suggest and complete shift change adjustment based on agreed timeline
- Execute scheduling SOP based on agreed rules with Operations and ensure process documentation are up to date in Confluence
2. On time Scheduling and publishing of planned shrinkages to ‘best’ time
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- Training, meeting, and coaching (TMC) planning and mapping to the ‘best’ time in schedule
3. Managing additional shrinkage requests
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- Manage additional shrinkage requests coming from different department, based on priority, and agreed timelines
4. Complete Work Requests and Ticketed Work Items
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- Manage agents’ user profile based on skillset updates from L&D and reflect reporting alignment based on HC profile updates
- Manage and support stakeholders’ requests through JIRA service desk
- Update time off pool settings in Verint based on HC profile updates
- Be a SME in Verint setup & administration
5. Involve in Stakeholder Engagement
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- Participate with added value in meetings and engagements with key stakeholders (e.g., CEG tech Team, CST Regional Customer Deliver Managers and wider WFM team)
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- Maintain clear communication to all parties in all kinds of communication channel
6. Other non-core tasks
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- Support new team members and interns
- Other activities as defined by Team Manager and WFM Manager
It’s Great If You Have:
- Experience in basic SQL
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.
To all recruitment agencies: Agoda does not accept third party resumes. Please do not send resumes to our jobs alias, Agoda employees or any other organization location. Agoda is not responsible for any fees related to unsolicited resumes.
Top Skills
What We Do
Agoda is transforming travel for millions of customers across the globe. Headquartered in Asia, Agoda is one of the world’s largest online travel platforms. Founded in 2005 and now part of Booking Holdings (Nasdaq:BKNG), Agoda has a network of over 2,900,000 properties worldwide. Our web and mobile products provide a first-rate reservation service in 38 languages that uniquely combines local knowledge and local connections to provide the best deals for business and leisure travelers. Agoda employs over 7,000 professionals from 90 nationalities in locations around the globe. In every department – from engineering to customer experience – we provide an environment rich with creativity, collaboration, and experimentation, and the tools to work faster and smarter. At Agoda, we believe our people are our strength. We work hard and have fun, and we choose people who are dedicated to making things great. For properties seeking partnership with Agoda, visit https://connect.agoda.com
