Agoda - WFM Capacity/ Senior Capacity Planner (KUL Based Only)
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Requirements
• Experience in capacity planning within/outside contact center environment • Competencies • 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 • Trainings • Location: The role is to be based out of Kuala Lumpur Only. No visa & relocation will be provided. • Location: • The role is to be based out of Kuala Lumpur Only. No visa & relocation will be provided. • Please review our Hiring Process Guidelines before your interview — click here to learn how interviewing at Agoda works.
Responsibilities
• 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
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