Workforce Management (WFM) - 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 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 
• 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, 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 

Nice to have 

• Experience in capacity planning within/outside contact center environment 

Competencies Required:

Competencies	Descriptions
Agoda & function specific processes
Analytical Ability & Problem Solving	Is able to visualize, articulate, conceptualize, or solve both complex and uncomplicated problems using the data available.
Data analysis	Use analytical and logical reasoning to examine the data available, including data mining, business intelligence, and data visualization.
Data driven strategy	Creates and executes strategy based on data with focus on what is driving our business and defines he tactical elements of the strategy.
Decision making ability	Set a course of action purposely chosen from different alternatives to achieve company objectives.
Effective communication (Verbal and written)	Delivers, receives, and interprets ideas and information, presents information appropriately to a diverse range of audiences, and influences partner decisions Excel/Power Point Skills
Presentation	Clearly conveys information and ideas through a variety of media to individuals or groups in a manner that engages the audience and helps them understand and retain the message.
Process Improvement	Organize, evaluate, plan, and implement improvements in our internal and external processes and practices. Actively work on creating better processes once changes take place.
Result driven	Driving high standards to accomplish challenging goals. Works hard to achieve them.
Time / workload management & prioritization	Creating a work environment where tasks and responsibilities are accomplished successfully within the time available.

Expectations - Behaviors and Values:

Behavior	Definition
Continuous improvement	Regularly identifies improvement opportunities, quantifies them, and follows through to measurable/demonstratable outcomes. Embraces both successes and failures to learn and maximize the benefit. Embraces and drives change, is open and supportive of improvement opportunities identified by others.
Deliver better together	Collaborates and engages with colleagues and broader Agoda teams to share ideas and learning and work together toward shared ambitions. Is respectful to colleagues, open to different perspectives /viewpoints, and positively contributes to discussions.
Enable others` success	Is committed to building and nurturing a culture of frequent feedback, coaching and career development.  Provides clarity on accountabilities and goals and progress. Regularly takes the opportunity to connect and align teams and team members to the Agoda/CEG strategy, making these relevant and digestible.

Qualifications, Experience and Training Required:

Qualifications	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
Experience	Experience in contact center workforce planning OR other relatable supply and demand forecasting OR contact center manager experience with operational understanding of WFM capacity planning benefits.
Trainings	OJT, capacity planning onboarding, high level training on other WFM functions

Location: The role is to be based out of Bangkok, Pune, Gurgaon or Kuala Lumpur Only. Visa & relocation will be provided.