Wfm Schedule Planner/senior Schedule Planner (bkk,kul Or Gurgoan Based)

Agoda

Bangkok, Thailand
On-site
Verint setup and maintenance
Shift and specialization planning
Design schedule patterns
Agoda is seeking a WFM Senior Schedule Planner to optimize and manage scheduling for agents and team managers in their operations. This role involves utilizing scheduling software, particularly Verint, to ensure compliance with performance metrics and operational constraints while supporting team management and project initiatives

Job Summary

  • The WFM Senior Schedule Planner/Schedule Planner 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 role involves organizing schedules to optimize balanced SLA delivery and comply with legal and operations constraints, including BAU schedule activities and JIRA ticket requests.
  • As a senior role, the individual will support the WFM management team, provide coaching to team members, and lead projects and tasks.

Matching Summary

Match Score: 85

Agoda is seeking a WFM Senior Schedule Planner to optimize and manage scheduling for agents and team managers in their operations. This role involves utilizing scheduling software, particularly Verint, to ensure compliance with performance metrics and operational constraints while supporting team management and project initiatives.

Skills & Requirements

Must-have

  • Verint setup and maintenance
  • Shift and specialization planning
  • Design schedule patterns
  • Upload and publish rosters
  • Manage additional shrinkage requests
  • Advanced Excel Skills
  • Basic SQL
  • JIRA and Confluence

Nice-to-have

  • Subject matter expert
  • Coaching team members
  • Leading projects and tasks
  • Curious mind
  • Proactive attitude
  • Passion to support

Key Requirements

  • Hands-on experience using WFO
  • Experience in coaching and developing team members
  • JIRA and Confluence administration training

Work Rights

Not specified

Tailored Resume

Cover Letter