Workforce Management Scheduling

2 weeks ago

กรงเทพมหานคร, Thailand Agoda Full time

**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 more than 2.5 million accommodations globally. Based in Asia and part of Booking Holdings, our 4,000+ employees representing 90+ nationalities 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.

**Get to Know our Department**:
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.

**Get to Know our Team**:
This role is part of the Workforce Management (WFM) Scheduling Team, where we provide support for:

- Capacity Planning
- Schedule Planning

**Get to Know the 2 roles**:
**WFM Planner for Schedule Planning-**

The WFM Planner for Schedule Planning is an important role across the broader WFM team CEG operations through roster publishing, schedule optimization and implementing change management to schedules to meet balanced SLAs.

**In this Role, you'll get to**:

- Execute forecast plan into agent, Team Manager and Team Captain scheduling
- Base Rosters considering start times and days off (including Public Holiday off)
- Schedule (Training, Meeting, Coaching) and Optimizing shrinkages (Meal & Break, and other people development activities
- Execute roster changes based on revised intraday forecast
- Coordinate and collaborate feedback loop with Forecast and Real Time team provide support to WFM planner for Capacity Planning
- Improvement-organize, evaluate plan and implement improvements in our internal and external processes and practices to support Global scheduling through improvement of current processes and implementing new ideas on how to do things faster with higher efficiency.

**WFM Planner for Capacity Planning**

The WFM Planner for Capacity Planning operates as an integral role CEG's WFM Scheduling team though Data Analysis, Decision Making, and Presentation and Stakeholder Management.

**In this Role, you'll get to do**:

- **Provide WFM Insight**:

- Analyze why SLA failed on hourly, daily and / or weekly level based on all data input and opportunities to maximize occupancy
- Revisit the intraday FC from Forecasting Team based on most recent data and insight from business that impacts demand.
- **Capacity Planning, Operational Planning & Coordination**:

- Create and execute a detailed plan with the aim to provide a clear vision on how. the team, department will contribute to the achievement of the company's strategic goals
- **Stakeholder Management**:

- Provide qualitative insights on scheduling impact to Operations Management and Senior Leadership team and provide timely recommendations to improve customer experience of the contact center.

**What you'll Need to Succeed**:

- Experience working in a WFM planning team in a contact center environment (travel industry is a plus) dealing with B2C and B2B for at least 2 years
- High level written & verbal language/communication skills. Intermediate or above computer literacy (particularly MS Excel and PPT), high level problem solving / analytical reasoning skills and attention to detail
- Ability to make decisions in a fast-paced environment

**It's Great if you have**:

- Working knowledge of Genesys or other Contact Center routing technology and/or Verint (or other Contact Center scheduling tool).
- Experience in coaching and developing, in a technical environment.
- Knowledge of a SQL/Python is a plus.

ANLS #3 #bangkok #kualalumpur #london #singapore #delhi #bangalore

**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

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