WFM Capacity/ Senior Capacity Planner (KUL Based Only)
The WFM Capacity/Senior Capacity Planner role at Agoda is a specialized position within the Workforce Management (WFM) team, focusing on forecasting and analyzing operational capacity to support the Customer Experience Group's (CEG) front-line operations. This role is instrumental in balancing customer service level agreements (SLAs) with business objectives, ensuring efficient resource allocation and optimal service delivery.
Key responsibilities include developing medium-term forecasts (4-12 weeks) based on headcount models and demand trends, calculating daily and hourly staffing requirements for various channels, and creating short-term forecasts (0-4 weeks) to identify potential staffing shortfalls. The planner also manages planned shrinkage by coordinating with stakeholders to adjust for external and internal factors, plans for overflow support and demand suppression, and engages with key stakeholders to discuss forecasting, shrinkage planning, and agent behavior issues. Additionally, the role involves supporting new team members, driving process improvements, and preparing related WFM reports.
Candidates should possess high-level written and verbal communication skills, intermediate or above proficiency in MS Excel, strong problem-solving and analytical reasoning abilities, and a working knowledge of WFM functions and terminologies. Experience in contact center workforce planning, supply and demand forecasting, or contact center management with an understanding of WFM capacity planning benefits is required. On-the-job training, capacity planning onboarding, and high-level training on other WFM functions will be provided.
Agoda offers a dynamic, data-driven environment with opportunities for collaboration across various stakeholders and initiatives with sister companies and external partners worldwide. The company fosters a culture of continuous improvement, encouraging employees to identify and implement process enhancements. While specific compensation details are not provided, Agoda is known for offering competitive salaries and benefits, including international health insurance, annual performance bonuses, and employee discounts on bookings.
The role is based in Kuala Lumpur, Malaysia, and requires candidates to be located there, as no visa or relocation support is provided. Agoda is committed to diversity and inclusion, providing equal employment opportunities 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.