Senior Associate WFM Manager - Forecasting

Responsibilities

• Lead planning and forecasting for one or more products within the Customer Experience Group (CEG)
• Develop forecasting models to predict contact volumes across voice, email, chat, and messaging channels
• Manage end-to-end interactions with Senior leadership, Operations, and Finance departments
• Review and communicate real-time and proactive adjustments to workforce plans based on dynamic forecasts
• Collaborate with operations leaders to identify and implement opportunities for improved resource utilization
• Lead or participate in workforce management-related projects both within and outside of CEG
• Provide data-driven recommendations to the CEG leadership team regarding resource planning

Requirements

• Strong analytical ability to solve complex problems using available data
• Proven experience in operational planning and KPI management
• Excellent communication skills with the ability to tell a story and influence senior stakeholders
• Proficiency in reporting and presenting business metrics to diverse audiences
• Ability to drive process improvements and manage workloads effectively in a dynamic environment
• Strong decision-making skills and a result-driven mindset

Preferred Qualifications

• Advanced Excel skills
• Beginner SQL skills
• Experience with data visualization tools such as Tableau
• Familiarity with Python or R

About the Company

Agoda is an online travel booking platform that connects travelers with more than 2.5 million accommodations globally. Part of Booking Holdings, Agoda leverages data and technology to innovate the travel experience. We foster a diverse, collaborative environment where experimentation and ownership are at the heart of our culture.