WFM Capacity Planner

Agoda(20 days ago)

Bangkok, Thailand, Kuala Lumpur, MalaysiaOnsiteFull TimeMedior$69,330 - $94,058 (estimated)Customer Experience (Workforce Management)

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About this role

Agoda is hiring a Capacity Planner to support its Customer Experience Group’s global operations by aligning contact center demand with staffing capacity to meet service-level goals. The role sits within the Workforce Management (WFM) team and serves as a subject-matter expert partnering with operations and other stakeholders. The position is based in Bangkok or Kuala Lumpur, with visa and relocation support provided.

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Required Skills

Capacity Planning
Workforce Management
Demand Forecasting
Short-Term Forecasting
Medium-Term Forecasting
Shrinkage Planning
Resource Planning
SLA Management
Operational Analysis
Data Analysis

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About Agoda

careersatagoda.com

Agoda is a global online travel booking platform headquartered in Singapore that helps travelers find and book hotels, vacation rentals, flights, and activities. Founded in 2005 and now part of Booking Holdings, Agoda is known for its deep inventory—especially across Asia—competitive pricing, and localized websites and mobile apps. The company emphasizes technology-driven search, personalization, and revenue-management tools while partnering directly with hotels and property owners to manage distribution and promotions. Millions of travelers use Agoda for regional coverage, frequent deals, loyalty benefits, and 24/7 customer support.