Resource Planning Manager – Customer Experience Group (based in Bangkok, Thailand)

at Agoda

Bangkok, Thailand

Agoda.com is a leading Asia-based, online travel accommodation company specializing in securing the best accommodations at the lowest prices for global travelers. Agoda.com is part of Booking Holdings (Nasdaq:BKNG). Our network includes more than 2,000,000 accommodations worldwide. The multinational staff of more than 5,000 professionals, located throughout the world, provides a first-rate customer service experience in 45 languages combining local knowledge and local connections to provide the best deals to both business and leisure travelers. 

The Resource Planning Manager is responsible, but not limited, to the following:

  • Drive supply-demand match and mitigation plans for capacity gaps, as well as what-if scenarios to support decision making with a Service and P&L mindset
  • Manage short term changes to both demand as well as supply or constraints to ensure supply availability for callers
  • Detect changes in demand or supply and analyze plan for changes to meet demand need.
  • Manages the schedulers scheduling employees to ensure adequate service level coverage for multiple channels.
  • Coordinates with multiple levels of supervisors and managers to discuss a review scheduling needs and opportunities.
  • Proactively meet with management to review future schedules and past performance.
  • Works in partnership with the forecasting and real-time adherence teams to identify opportunities to improve support of the business lines.
  • Coaching and developing Analysts in the team
  • Administrating the WFO tool (Verint system) and coordinating changes with all stakeholders
  • Prioritizing business needs and requests
  • Directing work of the team to ensure timely execution of tasks
  • Reviewing scheduling and optimizations
  • Interacting with management to review schedule alignment to business needs and forecasts

We welcome both local and international applications for this role. Full visa sponsorship and relocation assistance available.

Location: Bangkok, Thailand

**We support relocation package to Bangkok, Thailand and this is not a remote position. **

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