WFM Capacity/Senior Capacity Planner

Responsibilities

• Create medium-term (4-12 weeks) and short-term (0-4 weeks) forecasts based on demand and AHT trends
• Calculate daily and hourly headcount requirements per channel to support roster planning
• Manage planned shrinkage (external and internal) and communicate changes to stakeholders
• Plan supply levers, such as overflow support, and demand suppression strategies
• Collaborate with Service Delivery Managers, LnD, and the wider WFM team to review performance and provide recommendations
• Present bi-weekly reviews of past performance and previews of upcoming demand to minimize business pain points
• Support process improvement initiatives and mentor new team members or interns

Requirements

• Proven experience in contact center workforce planning or relatable supply and demand forecasting
• High-level written and verbal communication skills
• Proficiency in MS Excel and general computer literacy
• Strong analytical reasoning and problem-solving abilities
• Working knowledge of WFM functions, terminologies, and processes

Preferred Qualifications

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

About the Company

Agoda is a leading travel platform that connects people to destinations and experiences worldwide. Part of Booking Holdings, Agoda leverages data and technology to make travel easier for everyone. Our diverse team of over 7,000 people works in a fast-paced, entrepreneurial environment to innovate the way the world explores.