WFM Capacity Planner

Agoda; Kuala Lumpur; On-site; MYR 100,000 - 150,000; Full time

Job summary

A leading travel technology company in Kuala Lumpur is looking for a Capacity Planner to support workforce management. The role involves forecasting contact center demand, managing staffing resources, and engaging with stakeholders to ensure customer service goals are met. Candidates should have strong analytical skills, experience in workforce planning, and be proficient in data analysis tools. This position offers opportunities for continuous improvement and professional development in a diverse and innovative environment.

Benefits

Visa and relocation support

Diverse work environment

Opportunities for professional development

Qualifications

• Experience in contact center workforce planning or supply and demand forecasting.
• Working knowledge of WFM functions and terminologies.
• High-level problem solving and analytical reasoning skills.

Responsibilities

• Perform medium and short-term forecasting for contact centers.
• Manage planned shrinkage based on team capacity.
• Engage with stakeholders to discuss forecasting and staffing needs.

Skills

Analytical Ability

Problem Solving

Data analysis

Effective communication

Process Improvement

Excel Skills

Education

High-level written & verbal communication skills

Intermediate or above computer literacy (MS Excel)

Job description

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. We serve as the backbone for Customer Experience Group’s global operations. Our team is composed 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 and supports CEG in balancing demand to customer SLA targets and business objectives.

The goal of this role is to forecast the contact center contact demand, execute and recommend appropriate resource and demand interventions, to enable SLAs to be realized in line with strategic business guidance, and supporting Associate Capacity Planners and Capacity Planners.

The CP plays an important role across the broader WFM team and CEG operations, enabling a continuous improvement culture. The CP will collect feedback on common challenges, support change initiatives, and provide input 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) for Schedule Planners in roster planning
  • Create short‑term forecast (0‑4 weeks) to identify potential shortfalls 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.)
• Plan overflow of supply (FL support, Chameleon) based on over or under supply of HC vs requirement
• Plan demand suppression using 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 bi‑weekly meetings discussing review, learnings, and recommendations to minimize pain points.
  • 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

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 the tactical elements of the strategy.

Decision making ability Sets a course of action 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 Organizes, evaluates, plans, and implements improvements in internal and external processes and practices.

Result driven Drives high standards to accomplish challenging goals and works hard to achieve them.

Time / workload management & prioritization Creates a work environment where tasks and responsibilities are accomplished successfully within the time available.

Expectations – Behaviors and Values

Continuous improvement Regularly identifies improvement opportunities, quantifies them, and follows through to measurable results. 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 towards 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 or Kuala Lumpur Only. Visa & relocation will be provided.

Equal Employment Opportunity

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.

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.