Capacity Planning Manager at Agoda

The Capacity Planning Manager 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