Role Overview
The Capacity Planning Analyst is responsible for the day to day activities of the Workforce Management team.
This includes a variety of planning and scheduling activities, making appropriate staffing decisions. Performing deep dive analysis and recommending actions to meet SLAs and KPIs in order to improve operations and customer experience for customers of Agoda, supported through the vibrant, multilingual Customer Experience Group (CEG) over 7 geographical locations.
Join the diverse and fun working environment in Agoda Malaysia!
Responsibilities
Analyze contact volume patterns by campaigns, contact group, queues and agents skillsets.
Work with the Forecasting & Scheduling analyst in developing forecasting models to predict voice contact volume and key call statistics, email volume, and the addition of future media types such as chat.
Utilize workforce management software to forecast contact volume and schedule staff. Experience with Workforce Management software, preferably in Verint Impact 360.
Communicate necessary real time and proactive adjustments to workforce plan based on changing/dynamic forecasts and re-forecast when necessary.
Ensure schedules are generated on a timely manner to maximize effective allocation of resources
Collaborate with other departments, team managers, service delivery managers to identify opportunities for improvement of resource utilization
Analyzing workload, vacation and absence records, training, meeting and coaching schedules (shrinkage) for on-going historical trend analysis and planning and forecasting purposes.
Leading special workforce management-related projects.
Primary Qualifications
Self-motivated person with “Get it done!” attitude, who is eager to learn and improve him/herself
Bachelors degree or equivalent business experience required.
Experience in Verint Impact 360 Workforce Optimization software or similar tool required
Experience in Forecasting & Staffing process or in call/contact center operations
Excellent planning and time management skills, strong Excel skills are required.
Good analytical diagnostic, troubleshooting and data visualization (PowerPoint) skills.
Excellent written and verbal English communication skills
Experience working with multi-cultural team environment.
High level of accuracy and attention to detail
Ability to adapt in a fast pace environment
Capable to meet deadlines, to work under pressure and with changing priorities
Ability to teamwork as well as work independently
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