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 Senior Schedule Planner based in Bangkok, Thailand, to optimize agent schedules and support the Workforce Management (WFM) team. The role requires expertise in scheduling software, coaching team members, and managing stakeholder requests, all while fostering a collaborative and proactive work environment
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, as well as managing BAU schedule activities and acting as a subject matter expert in Verint.
As a senior role, the Senior SP/Schedule Planner supports the WFM management team, provides coaching to team members, and leads projects and tasks.
Matching Summary
Match Score: 85
Agoda is seeking a Senior Schedule Planner based in Bangkok, Thailand, to optimize agent schedules and support the Workforce Management (WFM) team. The role requires expertise in scheduling software, coaching team members, and managing stakeholder requests, all while fostering a collaborative and proactive work environment.
Skills & Requirements
Must-have
Verint setup and maintenance
Shift and specialization planning
Design schedule patterns
Upload and publish rosters
Manage additional shrinkage requests
Stakeholder engagement
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
Subject Matter Expert in a Scheduling software such as Verint