Agoda - WFM Schedule Planner/Senior Schedule Planner (BKK,KUL or Gurgoan based)

• The activities of the Senior Schedule Planner are the same as WFM Schedule Planner with additional responsibilities of supporting team management and project management. • Shift and specialization planning based on demand need. • Design schedule patterns that is non-bias, best fit with demand need and complying to local regulation • Upload and publish rosters into Verint. • Review changes in demand need, suggest and complete shift change adjustment based on agreed timeline. • Training, meeting, and coaching (TMC) planning and mapping to the ‘best’ time in schedule • Manage additional shrinkage requests coming from different department, based on priority, and agreed timelines. • Manage agents’ user profile based on skillset updates from L&D and reflect reporting alignment based on HC profile updates. • Manage and support stakeholders’ requests through JIRA service desk. • Update time off pool settings in Verint based on HC profile updates. • Participate with added value in meetings and engagements with key stakeholders (e.g., CEG tech Team, CST Regional Customer Deliver Managers and wider WFM team) • Maintain clear communication to all parties in all kinds of communication channel. • The WFM Senior Schedule Planner role performs all activities that are done by a WFM Schedule Planner, with the additional activities & expectation as below: • Always be a role model to Schedule Planners and wider WFM. • Perform and complete SP responsibilities with high standard. • Lead/ organize the team in projects/ tasks • Provide feedback and support to scheduling team on errors and best practice • Opportunity to guide the team in OKR, projects and tasks with Manager's supervision. • Support new team members and interns. • Other activities as defined by Team Manager and WFM Manager • Expectations – Behaviors and Values • Expectations – • haviors and Values • Curious mind with a good ability to understand technical concepts • Proactive attitude towards both adapting and instigating change • Passion to support, help and do the right thing. • Understanding Agoda’s business priorities • Leadership Behaviors • Definition • 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. • 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. • 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.