WFM Capacity Planning Lead

Agoda Company Pte. Ltd.; Kuala Lumpur; On-site; MYR 120,000 - 180,000; Full time

Job summary

Agoda is seeking a WFM Manager to lead a team of Capacity Planners, driving capacity modelling, forecasting accuracy, and SLA adherence. You will coach the team, collaborate with analytics and operations, and communicate performance insights to stakeholders. A strong background in WFM and data-driven decisions is required.

Join Agoda to contribute to a globally distributed team and help optimize workforce strategies aligned with company goals and customer experience priorities.

Qualifications

• Hands-on experience in end-to-end contact-center capacity planning, including demand forecasting, staffing and scenario modeling, and translating plans into actions.
• Strong Excel skills are essential.

Responsibilities

• Lead and coach a team of WFM Capacity Planners to meet KPIs.
• Oversee team performance against targets and support problem-solving.
• Develop and maintain capacity modelling and forecasting processes.
• Collaborate with Analytics, Ops, HR on WFM metrics.

Skills

WFM capacity planning

People leadership

Data analysis

Decision making

Effective communication

Time/workload management

Listening and influencing

Process improvement

Presentation

Tools

Excel

PowerPoint

Job description

Agoda is seeking a WFM Manager to lead a team of Capacity Planners, driving capacity modelling, forecasting accuracy, and SLA adherence. You will coach the team, collaborate with analytics and operations, and communicate performance insights to stakeholders. A strong background in WFM and data-driven decisions is required.

Join Agoda to contribute to a globally distributed team and help optimize workforce strategies aligned with company goals and customer experience priorities.