Job Description

Purpose of the role

The WFM Senior Schedule Planner (Senior SP)/ Schedule Planner operates as senior level role within CEG’s WFM Schedule Planning team, with responsibilities in creating and publishing accurate agent and Team Manager schedules.

The Senior SP/Schedule Planner will organize schedules to optimize balanced SLA delivery and comply with legal and operations constraints. This role also has responsibilities in BAU schedule activities, such as shift assignment, training, meeting and coaching as well as JIRA ticket requests, for agent pull-out. This role is also a ‘subject matter expert’ in Verint setup and maintain Verint profile.

As a senior role in the schedule planning team, the senior SP/Schedule Planner is a support to the WFM management team. The senior SP also provide coaching to team members, as well as leading projects and task.

Activities Performed on the Job

The activities of the Senior Schedule Planner/Schedule Planner will have responsibilities of supporting team management and project management.

1. Shift and specialization planning based on demand need.
2. Design schedule patterns that is non-bias, best fit with demand need and complying to local regulation
3. Upload and publish rosters into Verint.
4. Review changes in demand need, suggest and complete shift change adjustment based on agreed timeline.
5. On time Scheduling and publishing of planned shrinkages to ‘best’ time
   • Training, meeting, and coaching (TMC) planning and mapping to the ‘best’ time in schedule
6. Managing additional shrinkage requests
   • Manage additional shrinkage requests coming from different department, based on priority, and agreed timelines.
7. Complete Work Requests and Ticketed Work Items
   • Manage agents’ user profile based on skillset updates from L&D and reflect reporting alignment based on HC profile updates.
   • Manage and support stakeholders’ requests through JIRA service desk.
   • Update time off pool settings in Verint based on HC profile updates.
8. Stakeholder Engagement
   • Participate with added value in meetings and engagements with key stakeholders (e.g., CEG tech Team, CST Regional Customer Deliver Managers and wider WFM team)
   • Maintain clear communication to all parties in all kinds of communication channel.

The WFM Senior Schedule Planner/Schedule Planner have activities & expectation as below:

1. Strong Personal Performance
   • Always be a role model to Schedule Planners and wider WFM.
   • Perform and complete SP responsibilities with high standard.
2. Supporting Team management
   • Lead/ organize the team in projects/ tasks
   • Provide feedback and support to scheduling team on errors and best practice
3. Project Management
   • Opportunity to guide the team in OKR, projects and tasks with Manager's supervision.
4. Other non-core tasks
   • Support new team members and interns.
   • Other activities as defined by Team Manager and WFM Manager

Expectations – Behaviors and Values

1. Curious mind with a good ability to understand technical concepts
2. Proactive attitude towards both adapting and instigating change
3. Passion to support, help and do the right thing.
4. Understanding Agoda’s business priorities

Leadership Behaviors Definition
Continuous improvement

• Regularly identifies improvement opportunities, quantifies them, and follows through to measurable/demonstratable outcomes. Embraces both successes and failures to learn and maximize the benefit.
• Embraces and drives change, is open and supportive of improvement opportunities identified by others.

Deliver better together

• Collaborates and engages with colleagues and broader Agoda teams to share ideas and learning and work together toward shared ambitions.
• Is respectful to colleagues, open to different perspectives /viewpoints, and positively contributes to discussions.

Enable others` success

• Is committed to building and nurturing a culture of frequent feedback, coaching and career development.
• Provides clarity on accountabilities and goals and progress.
• Regularly takes the opportunity to connect and align teams and team members to the Agoda/CEG strategy, making these relevant and digestible.

Competencies Required

The Senior Schedule Planners requires competencies of Schedule Planners and additional competency to excel in presentation is expected:

Presentation

• Clearly conveys information and ideas through a variety of media to individuals or groups in a manner that engages the audience and helps them understand and retain the message.

Qualifications, Experience and Trainings Required

Experience

• Hands-on experience using WFO
• Experience in coaching and developing members of the team

Trainings

• JIRA and Confluence administration training

Must Have

Subject Matter Expert in a Scheduling software such as Verint
Advanced Excel Skills
Basic SQL

JIRA and Confluence