Workforce Management (WFM) - Capacity Planner

Agoda
Bangkok, Pune, Gurugram, Kuala Lumpur
Workplace: OnsiteFull timeFunction: Business OperationsSkills: ["Analytical ability","Problem solving","Data-driven strategy","Decision making","Effective communication","Process improvement","Result driven","Time and workload management"]

Forecast contact-center demand and translate it into daily/hourly headcount requirements to support roster planning. Own medium- and short-term forecasting, shrinkage planning, and demand-lever recommendations to help CEG meet customer SLA targets. Partner with WFM and operations stakeholders through regular reviews and meetings, providing insights from data and driving continuous improvement, including support for capacity planner colleagues and reporting.

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FursaFursa
Agoda
Agoda
2 days ago

Workforce Management (WFM) - Capacity Planner

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Source: Company careers pageValidated by: Fursa AI
Last checked: 6 hours agoStatus: Live

Job Summary

Forecast contact-center demand and translate it into daily/hourly headcount requirements to support roster planning. Own medium- and short-term forecasting, shrinkage planning, and demand-lever recommendations to help CEG meet customer SLA targets. Partner with WFM and operations stakeholders through regular reviews and meetings, providing insights from data and driving continuous improvement, including support for capacity planner colleagues and reporting.
Location: Bangkok, Pune, Gurugram, Kuala Lumpur
Workplace: Onsite
Employment Type: Full time
Job Function: Business Operations

Key Responsibilities

  • •Create medium-term (4–12 weeks) forecasts using the latest headcount model forecast, incorporating demand and AHT trends.
  • •Calculate daily and hourly headcount requirements per channel for schedule planners and produce short-term (0–4 weeks) staffing shortfall views based on actual scheduled headcount.
  • •Manage shrinkage planning (external and internal) and communicate increases/decreases to relevant stakeholders.
  • •Plan overflow of supply (e.g., FL support, Chameleon) and develop demand suppression levers based on over/under supply versus requirement.
  • •Collaborate with key stakeholders in regular meetings, provide insights and recommendations from forecasting data, support team members and interns, and prepare related WFM reports.

Key Requirements

  • •Working knowledge of workforce management (WFM) functions and terminologies.
  • •Experience in contact center workforce planning or related supply/demand forecasting, or contact center manager experience with WFM capacity planning.
  • •Intermediate or above computer literacy with MS Excel (particularly) and PowerPoint skills.
  • •Strong problem solving and analytical reasoning skills, using available data for insight and decisions.
  • •High-level written and verbal communication skills to present recommendations to diverse stakeholders.
Experience:Contact centerWorkforce planningCapacity planningDemand forecastingSupply and demand forecasting
Skills:Analytical abilityProblem solvingData-driven strategyDecision makingEffective communicationProcess improvementResult drivenTime and workload management
Tech Stack:ExcelPowerPoint

Company Brief

Agoda
Agoda operates a global online travel booking platform offering hotels, vacation rentals, flights, and other travel services. It provides price comparison, deals, and booking management for leisure and business travelers worldwide.
Industry: TravelTech
Company Size: Enterprise (1,001+ employees)
Growth: Established Company
Headquarters: Singapore, Singapore
Founded: 2005
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Glassdoor: 3.8
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