В онлайн-платформу для бронирования отелей Agoda ищут Workforce Management Forecasting Lead.
Agoda is an online travel booking platform for accommodations, flights, and more. It builds and deployes cutting-edge technology that connects travelers with more than 2.5 million accommodations globally. Based in Asia and part of Booking Holdings, 4,000+ employees representing 90+ nationalities foster a work environment rich in diversity, creativity, and collaboration.
Get to Know the Team:
The Customer Experience Group of Agoda effectively serves customers and partners to ensure satisfying results. This great task is accomplished with the support of Global Service Vertical team. Serves as the backbone for Customer Experience Group’s global operations. Team is comprised of project managers, process owners, analysts, and talent management. Together they work nonstop to improve the quality and efficiency of customer and partner support processes. Working with the Global Service Vertical team is a great opportunity to collaborate with various stakeholders and develop initiatives with sister companies and external partners all over the world.
The Opportunity:
Company is looking for a Forecasting Lead (Workforce Management) to support growing CEG team. You will help manage the short-term and long-term forecasting, ensure strategic goals are met through forecast modeling, collaborative planning, and effective communication with various teams within CEG and other departments.
In This Role, You’ll Get To:
- Analyze contact volume patterns by campaigns, contact groups, queues, and agents’ skillsets
- Develop forecasting models to predict voice contact volume and key call statistics, email volume, chat, and future additional channels
- Utilize workforce management software to forecast contact volume and schedule staff
- Communicate necessary real-time and proactive adjustments to the workforce plan based on changing/dynamic forecasts and re-forecast when necessary
- Collaborate with other departments, team managers, service delivery managers to identify opportunities for improvement of resource utilization
- Analyze workload, vacation and absence records, training, meeting and coaching schedules (shrinkage) for on-going historical trend analysis and forecasting purposes
- Lead/participate in workforce management-related projects
What You’ll Need to Succeed:
- Extensive experience in workforce management with recent focus on forecasting for complex and dynamic programs in an inhouse or BPO company
- Work experience should be at least 5+ years preferably in abovementioned industries
- Advanced Excel (VBA) and data visualization skills
- Excellent written and verbal English communication skills, able to work with various levels in the organization
- Have a good understanding of Customer satisfaction concepts and metrics including Net Promoter Score (NPS), Customer Satisfaction (CSAT), contact center service levels
It’s Great If You Have:
- Experience in SQL or R or Python
- Experience in Verint Impact 360 Workforce Optimization software or similar tool is required and preferably in Genesys systems
What Company Offers:
- Be part of a dynamic and exciting data-driven multinational team in a successful and fast-growing tech company
- A clearly defined career path will help you to continuously develop your skills
- The chance to propose ideas to improve operations based on data and have an impact on the customer experience
Benefits:
- Relocation package for employees joining from abroad
- International health insurance
- Annual performance bonus
- Discount for Agoda employee booking