Senior Associate WFM Manager - Forecasting (Kuala Lumpur, Gurgaon, Pune Based)

Job description

About Agoda At Agoda, we bridge the world through travel. Our story began in 2005, when two lifelong friends and entrepreneurs, driven by their passion for travel, launched Agoda to make it easier for everyone to explore the world. Today, we are part of Booking Holdings [NASDAQ: BKNG], with a diverse team of over 7,000 people from 90 countries, working together in offices around the globe. Every day, we connect people to destinations and experiences, with our great deals across our millions of hotels and holiday properties, flights, and experiences worldwide. No two days are the same at Agoda. Data and technology are at the heart of our culture, fueling our curiosity and innovation. If you’re ready to begin your best journey and help build travel for the world, join us. 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 in 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 Associate Manager 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 or more products in CEG and manage end-to-end interactions with Senior leadership, Operations, Finance, etc. • Lead/participate in workforce management-related projects with various teams within and outside CEG. • Develop forecasting models to predict voice contact volume and key call statistics, email volume, chat/Messaging, and future additional channels. • Review & communicate necessary real-time and proactive adjustments to the workforce plan based on changing/dynamic forecasts and re-forecast when necessary. • Collaborate with other departments, team managers, and operations leaders to identify opportunities for improvement of resource utilization. <li data-lev