WFM Senior Schedule Planner (BKK,KUL or Gurgoan based)

2 hours, 29 minutes ago
Full-time
Senior
Project and Program Management
Agoda

Agoda

Agoda is an online travel agency that specializes in providing a vast selection of accommodation options worldwide, ensuring customers access to competitive pricing and a user-friendly booking experience.

Consumer Services
10K-50K
Founded 2005

Description

  • Create and publish accurate agent and Team Manager schedules.
  • Optimize schedules to balance SLA delivery while complying with legal and operational constraints.
  • Plan shifts, specializations, training, meetings, coaching, and other planned shrinkage time.
  • Design non-biased schedule patterns that match demand needs and local regulations.
  • Upload and publish rosters in Verint and maintain Verint profiles.
  • Review changes in demand and complete shift adjustments within agreed timelines.
  • Manage additional shrinkage requests and prioritize them across departments.
  • Handle work requests and ticketed items through JIRA service desk.
  • Update agent user profiles, reporting alignment, and time-off pool settings based on workforce and headcount changes.
  • Support stakeholders, provide clear communication, and contribute in meetings with key internal teams.
  • Coach scheduling team members and provide feedback on errors and best practices.
  • Lead or organize projects, tasks, and team support activities under manager supervision.

Requirements

  • Experience working hands-on with WFO tools.
  • Experience coaching and developing team members.
  • JIRA and Confluence administration training.
  • Subject matter expertise in scheduling software such as Verint.
  • Advanced Excel skills.
  • Basic SQL knowledge.
  • Strong presentation skills and ability to convey information clearly to individuals or groups.
  • Curious mindset with ability to understand technical concepts.
  • Proactive attitude toward adapting to and driving change.
  • Understanding of Agoda’s business priorities.

Interested in this position?

Apply directly on the company website

Apply Now

Similar Roles

Project Manager - Bridge Engineer

Olsson 1K-5K Construction & Engineering

Olsson is hiring a Project Manager to lead its Bridge team in Missouri, overseeing complex transportation infrastructure projects and supporting the company’s growth in the St. Louis market.

15 minutes ago

Senior Propulsion Manufacturing Engineer, Valves

Relativity Space 251-1K Aerospace & Defense

Relativity Space is hiring an Engine Manufacturing Engineer to own Terran R valve manufacturing and help scale flight hardware production for its rocket program.

Assembly
15 minutes ago

Global Payroll Implementation Specialist EMEA/LATAM

Remote 251-1K Professional Services

Remote is hiring a Global Payroll Implementation Specialist to join its Global Payroll Implementation team and implement new customers onto its global payroll platform with accuracy and on time.

Monday.com Notion Salesforce
15 minutes ago

Group Leader – Natural Gas Power Generation

Olsson 1K-5K Construction & Engineering

Olsson is seeking a Group Leader for Natural Gas Power Generation to lead a team delivering natural gas–fueled power generation projects and shape the growth of its practice.

15 minutes ago

You're on a roll! Sign up now to keep applying.

Sign Up

Already have an account? Log in

Used by 14,729+ remote workers