About Agoda
- 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.
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 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.
- 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, and providing support to Associate Capacity Planners and Capacity Planners.
- The CP 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 CP 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
- 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. '
- 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
- 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).
- 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
- Support new team members and interns.
- Process improvement
- Other activities as defined by WFM Manager.
- Prepare related WFM report
- 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
- 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. '
- 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
- 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).
- Support new team members and interns.
- Process improvement
- Other activities as defined by WFM Manager.
- Prepare related WFM report
Nice to have
- Experience in capacity planning within/outside contact center environment
Qualifications, Experience and Training Required
- 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
Discover more about working at Agoda
- Agoda Careers https://careersatagoda.com
- Facebook https://www.facebook.com/agodacareers/
- LinkedIn https://www.linkedin.com/company/agoda
- YouTube https://www.youtube.com/agodalife
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.
