WFM Senior Capacity Planner

Get to Know our Team:

The Customer Experience Group of Agoda effectively serves our customers and partners to ensure satisfying results. This great task is accomplished with the support of our Global Service Vertical team. We serve as the backbone for Customer Experience Group’s global operations. Our team is comprised of project managers, process owners, analysts, and talent management. Together we work nonstop to improve the quality and efficiency of our customer and partner support processes. Working with the Global Service Vertical team is a great opportunity to collaborate with various stakeholders and develop initiatives with our sister companies and external partners all over the world. We are a very data-driven environment, eager to move fast and learn through experimentation. A clear focus on supporting our customers and partners is bolstered by a strong, entrepreneurial culture that enriches us and Agoda’s business performance.

The Opportunity:

The Senior Capacity Planner role (SCP) 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 SCP 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. 

The goal of this role is to forecast the contact center contact demand, executing and recommending appropriate resource and demand interventions, to enable SLAs to be realized in line with strategic business guidance. 

The SCP plays an important role across the broader WFM team and CEG operations, to enable a continuous improvement culture. In doing this, it is common that the SCP will be involved in collecting and providing feedback on common challenges, supporting change initiatives, and providing input and feedback to enable a smoother and more consistent delivery of SLAs. 

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, CST Service Delivery Managers and wider WFM team). 

• Other non-core tasks:  
  • Support new team members and interns. 
  • Process improvement 
  • Other activities as defined by WFM Manager. 

Nice to have

• Experience in capacity planning within/outside contact center environment

What We Offer

• Be part of a dynamic and exciting data-driven multinational team in a successful and fast-growing tech company
• A clearly defined career path will help you to continuously develop your skills.
• The chance to propose ideas to improve operations based on data and have an impact on the customer experience

Benefits:

• Relocation package for employees joining from abroad
• International health insurance
• Annual performance bonus
• Discount for Agoda employee booking on Agoda.com

Location: Bangkok Based 

We welcome both local and international applications for this role. Full visa sponsorship and relocation assistance available. 

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