Senior Planner - Forecasting, WFM

Responsibilities

• Lead planning and forecasting for specific products within the Customer Experience Group (CEG), including headcount, attrition, and BPO forecasts.
• Develop sophisticated forecasting models to predict contact volumes across multiple channels such as voice, email, chat, and messaging.
• Analyze contact volume and handle time data using SQL to identify potential gaps and recommend strategic next steps.
• Communicate proactive adjustments to workforce plans based on dynamic forecast changes and re-forecasts.
• Collaborate with the Analytics team to drive dashboarding and ensure WFM reporting is accurate and error-free.
• Partner with operations leaders and team managers to identify and implement opportunities for improved resource utilization.
• Present data-driven recommendations and insights to the CEG leadership team to influence decision-making.

Requirements

• Strong analytical ability with a focus on problem-solving and data-driven decision-making.
• Advanced proficiency in Microsoft Excel and SQL.
• Proven experience in KPI management and workforce planning.
• Strong communication skills, with the ability to tell a story through data and influence senior stakeholders.
• Ability to manage complex workloads and prioritize tasks in a fast-paced, dynamic environment.

Preferred Qualifications

• Experience with programming languages such as Python or R.
• Proficiency with data visualization tools like Tableau.
• Experience in process improvement and operational planning.

Benefits

• Full visa sponsorship and relocation assistance available for international applicants.
• Opportunity to work in a diverse, global environment with a team representing over 90 nationalities.

About the Company

Agoda is an online travel booking platform for accommodation, flights, and more. We build and deploy cutting-edge technology that connects travelers with more than 2.5 million accommodations globally. Based in Asia and part of Booking Holdings, we foster a work environment rich in diversity, creativity, and collaboration, driven by a culture of experimentation and ownership.