Description
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.
The Customer Experience Group (CEG) of Agoda serves our customers and partners to ensure satisfying outcomes. This role sits within our Service Optimization function, partnering closely with the Workforce Management (WFM) team, which owns forecasting, capacity planning, scheduling, and real-time service operations across CEG.
You will work closely with WFM to bring analytical rigor and structured thinking to how forecasting, capacity planning, and scheduling frameworks evolve, supporting their shift toward greater quality, consistency, and automation. You will also have the opportunity to contribute to a longer-term initiative redesigning contact flow logic across funnels, languages, and channels.
Responsibilities:
- Structure, analyze, and solve problems using SQL and Python to independently pull, analyze, and interpret data.
- Support forecasting and capacity initiatives, partnering with Capacity Planning and Scheduling to surface insights and improvement opportunities.
- Drive real-time efficiency, working with Real-Time Specialists to identify automation opportunities.
- Lead cross-functional projects, owning or supporting end-to-end delivery of Service Optimization initiatives.
- Contribute to future contact flow design, supporting early-stage exploration of contact flow logic redesign.
- Apply AI to real problems, exploring how AI tools can support forecasting, automation, and analysis work.
Requirements:
- At least 3 to 4 years of experience in a data-heavy operations role.
- Technical proficiency in Python, able to independently build or iterate on models and scripts.
- Strong structured problem-solving with an eye for scale.
- Highly analytical, comfortable with statistics and forecasting concepts.
- Self-directed and comfortable with ambiguity.
- Excellent verbal and written communication skills in English.
Nice-to-have:
- Experience with contact center or WFM operations.
- Knowledge of AI tools or applications.
- Experience with automation where APIs or system integration are limited.
- Background transitioning from a technical or engineering role into business, or vice versa.
- Familiarity with contact flow systems or IVR logic.