WFM Schedule Planner

Responsibilities

• Create and publish accurate agent and Team Manager schedules to optimize SLA delivery.
• Design non-biased schedule patterns that comply with local regulations and operational constraints.
• Manage shift assignments, training, meetings, and coaching (TMC) mapping within the schedule.
• Handle shrinkage requests and manage agent user profiles and skillsets.
• Support stakeholders through JIRA service desk requests and maintain clear communication across channels.
• Provide coaching, feedback, and support to team members to ensure best practices.
• Lead or organize team projects and tasks under management supervision.

Requirements

• Subject Matter Expertise in scheduling software, specifically Verint.
• Advanced Excel skills.
• Basic SQL knowledge.
• Proficiency with JIRA and Confluence.
• Hands-on experience with WFO (Workforce Optimization) tools.
• Experience in coaching and developing team members.

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. With a diverse global team of over 7,000 people, we are driven by curiosity and innovation to build the future of travel.