About Agoda  

Agoda is an online travel booking platform for accommodation, flights, and more. We build and deploy cutting edge technology that connects travelers with more than 2.5 million accommodations globally. Based in Asia and part of Booking Holdings, our 4,000+ talents coming from 90+ different nationalities foster a work environment rich in diversity, creativity, and collaboration. We innovate through a culture of experimentation and ownership, enabling our customers to experience the world.   

 

Get to Know our Team:  

The Customer Experience Group of Agoda effectively serves our customers and partners to ensure satisfying results. This great task is accomplished with the support of our Global Service Vertical team. We serve as the backbone for Customer Experience Group’s global operations. Our team is comprised of project managers, process owners, analysts, and talent management. Together we work nonstop to improve the quality and efficiency of our 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 our sister companies and external partners all over the world. We are a very data-driven environment, eager to move fast and learn through experimentation. A clear focus on supporting our customers and partners is bolstered by a strong, entrepreneurial culture that enriches us and Agoda’s business performance. 

The Opportunity: 

We are looking for a WFM Senior Planner - Forecasting to support our growing CEG team. You will help manage the long-term forecasting, ensure strategic goals are met through forecast modeling, collaborative planning, and effective communication with various teams within CEG and other departments. 

You also need to have good story telling abilities to be able to explain and drive conversations with senior leaders within CEG. 

ACTIVITIES PERFORMED ON THE JOB: 

• Lead Planning and forecasting for one product in CEG and manage end to end interactions with Senior leadership, Operations, Finance, etc 

• Develop forecasting models to predict voice contact volume and key call statistics, email volume, chat/Messaging, and future additional channels. 

• Communicate proactive adjustments to the workforce plan based on changing/dynamic forecasts and re-forecast when necessary. 

• Collaborate with other departments, team managers, Operation Leaders to identify opportunities for improvement of resource utilization. 

• Participate in workforce management-related projects with various teams within and outside CEG. 

• Communicate with Senior leadership team and recommend actions related to forecasting and resource planning. 

• Collaboration with wider WFM team and WFM Leadership team by providing input on decisions or updates and be open and constructive about what is not working well and how the group can improve. 

 

EXPECTATIONS - BEHAVIORS AND VALUES 

Behavior	Definition
Continuous improvement	Regularly identifies improvement opportunities, quantifies them, and follows through to measurable/demonstratable outcomes. Embraces both successes and failures to learn and maximize the benefit.  Embraces and drives change, is open and supportive of improvement opportunities identified by others.
Deliver better together	Collaborates and engages with colleagues and broader Agoda teams to share ideas and learning and work together toward shared ambitions.  Is respectful to colleagues, open to different perspectives /viewpoints, and positively contributes to discussions.
Enable others` success	Is committed to building and nurturing a culture of frequent feedback, coaching and career development.   Provides clarity on accountabilities and goals and progress.  Regularly takes the opportunity to connect and align teams and team members to the Agoda/CEG strategy, making these relevant and digestible

 

 

 COMPETENCIES REQUIRED 

Analytical Ability & Problem Solving	Can visualize, articulate, conceptualize, or solve both complex and uncomplicated problems using the available data.
Decision making ability	Set a course of action purposely chosen from different alternatives to achieve company objectives.
Effective communication (Verbal and written)	Delivers, receives, and interprets ideas and information, presents information appropriately to a diverse range of audiences, and influences partner decisions Excel/Power Point Skills
Flexibility and Agility	Can adjust behavior to new information and changing circumstances. Be open to new ways of doing things and always experiment with new methods. Works effectively in a dynamic environment.
KPI management	Create and execute a KPI plan designed to help achieve and evaluate the success in reaching the company goals.
Listening and influencing	Practices attentive and active listening. Can influence strategies that persuade key stakeholders to take action that will promote shared interests and business goals.
Process Improvement	Organize, evaluate, plan, and implement improvements in our internal and external processes and practices. Actively work on creating better processes once changes take place.
Reporting	Be able to confidently give a written account of business metrics, projects and team performance based on data, observations, or investigations.
Result driven	Driving high standards to accomplish challenging goals. Works hard to achieve them.
Time / workload management & prioritization	Creating a work environment where tasks and responsibilities are accomplished successfully within the time available.
Operational Planning & Coordination	Create and execute a detailed plan with the aim to provide a clear vision on how the team, department will contribute to the achievement of the company’s strategic goals
Presentation	Clearly conveys information and ideas through a variety of media to individuals or groups in a manner that engages the audience and helps them understand and retain the message.

  

 It’s Great If You Have: 

• Strong Excel skills and beginner SQL skills. 

• Experience in Python or R is good to have. 

• Understanding of data visualization tools like Tableau. 

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