Manager - Workforce Management (Forecasting/ Scheduling) – 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 Manager - Workforce Management (Forecasting/ Scheduling) 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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