Workforce Management (WFM) - Capacity Planner

About Agoda 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. This great task is accomplished with the support of our Global Service Vertical team. We serve as the backbone for Customer Experience Group’s global operations. Our team is comprised 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, in this way the role holders support CEG balance the demands to customer SLA targets and business objectives. The goal of this role is to forecast the contact center contact demand, executing and recommending appropriate resource and demand interventions, to enable SLAs to be realized in line with strategic business guidance, and providing support to Associate Capacity Planners and Capacity Planners. The CP plays an important role across the broader WFM team and CEG operations, to enable a continuous improvement culture. In doing this, it is common that the CP will be involved in collecting and providing feedback on common challenges, supporting change initiatives, and providing input and feedback 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) 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 • Shrinkage planning  • 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. ' • Levers planning  • 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  • 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,