Agoda Services Co., Ltd.
WFM Senior Planner - Forecasting (Bangkok based, relocation provided)
atAgoda Services Co., Ltd.About Agoda
Agoda is an online travel booking platform for accommodations, flights, and more. We build and deploy cutting-edge technology that connects travelers with a global network of 4.7M hotels and holiday properties worldwide, plus flights, activities, and more. Based in Asia and part of Booking Holdings, our 7,100+ employees representing 95+ nationalities in 27 markets foster a work environment rich in diversity, creativity, and collaboration. We innovate through a culture of experimentation and ownership, enhancing the ability for our customers to experience the world.
Our Purpose - Bridging the World Through Travel
We believe travel allows people to enjoy, learn and experience more of the amazing world we live in. It brings individuals and cultures closer together, fostering empathy, understanding and happiness.
We are a skillful, driven and diverse team from across the globe, united by a passion to make an impact. Harnessing our innovative technologies and strong partnerships, we aim to make travel easy and rewarding for everyone.
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.
Equal Opportunity Employer
At Agoda, we pride ourselves on being a company represented by people of all different backgrounds and orientations. We prioritize attracting diverse talent and cultivating an inclusive environment that encourages collaboration and innovation. Employment at Agoda is based solely on a person's merit and qualifications. We are committed to providing equal employment opportunity regardless of sex, age, race, color, national origin, religion, marital status, pregnancy, sexual orientation, gender identity, disability, citizenship, veteran or military status, and other legally protected characteristics.
We will keep your application on file so that we can consider you for future vacancies and you can always ask to have your details removed from the file. For more details please read our privacy policy.
To all recruitment agencies: Agoda does not accept third party resumes. Please do not send resumes to our jobs alias, Agoda employees or any other organization location. Agoda is not responsible for any fees related to unsolicited resumes.
Salary
- Negotiable
Job type
- Full-time
Company overview
Agoda is transforming travel for millions of customers across the globe. Headquartered in Asia, Agoda is one of the world’s largest online travel accommodation platforms. Founded in 2005 and now part of Booking Holdings (Nasdaq: BKNG), Agoda has a network of over 2,000,000 vacation rentals and ho ... Read more
Why join us: The Agoda Thailand offices are staffed by a team of multi-national professionals. We are expanding our business around the world and are looking for dynamic people to help the company grow. Agoda is located in the heart of Bangkok in the Offices at Central World, and offer huge career opportunities ... Read more
Benefits
- Five-day work week
- Flexible working hours
- Employee discount
- Gym membership
- Job training
- Paid holidays
- Performance bonus
- Overtime pay
- Health Insurance
- Maternity leave
