Capacity Planner – Workforce Management

About the role

The Capacity Planner operates within Agoda's Customer Experience Group Workforce Management team, forecasting contact‑center demand and ensuring staffing levels meet SLA targets while supporting operational efficiency.

Key responsibilities

• Develop medium‑term (4‑12 weeks) and short‑term (0‑4 weeks) forecasts of contact‑center demand and calculate daily and hourly headcount requirements.
• Manage planned shrinkage, communicate changes to operations and learning teams, and plan supply levers such as overflow support and demand suppression.
• Engage with stakeholders—including service delivery managers, learning teams and regional managers—to present forecasts, discuss findings and recommend actions.
• Support new team members, drive process improvements and prepare regular WFM reports.

Required profile

• Strong written and verbal communication skills with high‑level analytical and problem‑solving ability.
• Experience in contact‑center workforce planning or related supply‑demand forecasting, and working knowledge of WFM terminology.

Required skills

• Microsoft Excel
• Microsoft PowerPoint
• Data analysis
• Data visualization