WFM Schedule Planner/Senior Schedule Planner (BKK,KUL or Gurgaon based)

Job description

WFM Senior Schedule Planner (BKK, KUL or Gurgoan based)Purpose of the roleThe WFM Senior Schedule Planner (Senior SP) operates as a senior level role within CEG’s WFM Schedule Planning team, with responsibilities in creating and publishing accurate agent and Team Manager schedules.The Senior SP will organize schedules to optimize balanced SLA delivery and comply with legal and operations constraints. This role also has responsibilities in BAU schedule activities, such as shift assignment, training, meeting and coaching as well as JIRA ticket requests, for agent pull-out. This role is also a ‘subject matter expert’ in Verint setup and maintain Verint profile.As a senior role in the schedule planning team, the senior SP is a support to the WFM management team. The senior SP also provides coaching to team members, as well as leading projects and tasks.The activities of the Senior Schedule Planner are the same as WFM Schedule Planner with additional responsibilities of supporting team management and project management.Activities Performed on the JobShift and specialization planning based on demand need.Design schedule patterns that are non-bias, best fit with demand need and comply with local regulation.Upload and publish rosters into Verint.Review changes in demand need, suggest and complete shift change adjustment based on agreed timeline.On time scheduling and publishing of planned shrinkages to ‘best’ time.Training, meeting, and coaching (TMC) planning and mapping to the ‘best’ time in scheduleManaging additional shrinkage requests.Manage additional shrinkage requests coming from different department, based on priority, and agreed timelines.Complete Work Requests and Ticketed Work Items.Manage agents’ user profile based on skillset updates from L&D and reflect reporting alignment based on HC profile updates.Manage and support stakeholders’ requests through JIRA service desk.Update time off pool settings in Verint based on HC profile updates.Stakeholder Engagement.Participate with added value in meetings and engagements with key stakeholders (e.g., CEG tech Team, CST Regional Customer Deliver Managers and wider WFM team)Maintain clear communication to all parties in all kinds of communication channel.Additional Responsibilities and ExpectationsStrong Personal Performance.Always be a role model to Schedule Planners and wider WFM.Perform and complete SP responsibilities with high standard.Supporting Team management.Lead/ organize the team in projects/ tasksProvide feedback and support to scheduling team on errors and best practiceProject Management.Opportunity to guide the team in OKR, projects and tasks with Manager's supervision.Other non-core tasks.Support new team members and interns.Other activities as defined by Team Manager and WFM Manager.Expectations – Behaviors and ValuesCurious mind with a good ability to understand technical concepts.Proactive attitude towards both adapting and instigating change.Passion to support, help and do the right thing.Understanding Agoda’s business priorities.Leadership BehaviorsRegularly 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 TogetherCollaborates 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' SuccessIs 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.PresentationClearly 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.Qualifications, Experience and Training RequiredExperienceHands‑on experience using WFO.Experience in coaching and developing members of the team.TrainingsJIRA and Confluence administration training.Must HaveSubject Matter Expert in a Scheduling software such as Verint.Advanced Excel Skills.Basic SQL.JIRA and Confluence.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. #J-18808-Ljbffr