WFM Capacity Planner

Responsibilities

• Create medium-term (4-12 weeks) and short-term (0-4 weeks) contact demand forecasts
• Calculate daily and hourly headcount requirements per channel to support roster planning
• Manage planned shrinkage (internal and external) and communicate changes to stakeholders
• Plan supply levers, such as overflow support, to manage headcount versus requirements
• Collaborate with Service Delivery Managers, L&D, and the wider WFM team to address staffing trends
• Present bi-weekly reviews of past performance and previews of upcoming demand trends
• Support process improvement initiatives and provide mentorship to new team members

Requirements

• Experience in contact center workforce planning or related supply and demand forecasting
• Strong analytical reasoning and problem-solving skills
• Intermediate to advanced proficiency in MS Excel
• Working knowledge of WFM functions, terminologies, and contact center operations
• High-level written and verbal communication skills for stakeholder engagement

Preferred Qualifications

• Experience in capacity planning within or outside a contact center environment
• Experience in contact center management with an operational understanding of WFM

About the Company

Agoda is a leading travel platform that connects people to destinations and experiences worldwide. Part of Booking Holdings, we leverage data and technology to make travel easier for everyone. Our diverse, global team works in a fast-paced, entrepreneurial environment to innovate and improve the customer experience across millions of properties and flights.