Sr. Customer Service Workforce Planner

Due to the continuous growth of the company we are looking for an experienced and enthusiastic Senior Customer Service Workforce Planner to join our team based in Singapore. As a Senior Customer Service Workforce Planner, you will be responsible for staffing and work scheduling of Customer Service teams and ensuring standardization of workforce planning processes and approaches. Reporting to the Regional Customer Service Workforce Manager, APAC, you will also be supporting strategic capacity planning and will be the link between the Workforce (WFM) team and the Customer Service Operations Management in the achieving of service level targets via the application of efficient and effective staffing principles and resource modeling.

Ideal Candidate

The role is ideal for a resourceful individual who is keen in problem-solving, optimizing resources and has the flexibility to plan and stay ahead of operational matters. The individual is one who has strong workforce management knowledge, and has proven experience creating resource efficiencies and continuous improvement in a dynamic contact center environment. The individual is passionate about the latest Workforce management trends, understands data and operations and uses this knowledge to support operational and business needs to drive growth and improvements in customer service levels.

Key Responsibilities:

  • Prepare and publish future work schedules and administer schedule changes, process holiday requests and create ad-hoc schedules;
  • Ensure efficient resource coverage of telephone lines and other contact channels;
  • Identify and resolve potential staffing issues on the mid and long term;
  • Gather and maintain data as well as track processes and progress to support decision-making on resourcing;
  • Act as a key point of contact for the regional workforce management team in the handling of requests and queries from internal and external stakeholders;
  • Quality control on output and process during the scheduling process and report feedback and results to stakeholders
  • Development, improvement and implementation of (new) processes, procedures, policies and standards within the WFM department
  • Keep process, procedure, formats and process documentation up to date and manage the related content, control, approve and make changes to the processes, procedures and formats
  • Actively participate in, enable Best Practice Sharing, transform best practices into standard procedures, way of work
  • Coaching and developing the existing team of Planners
  • Oversee the regional process of Capacity Planning from a strategic angle for the Asia Pacific region;
  • Evaluate staffing needs, aligning this with strategic forecast and develop long term plans to meet staffing requirements;
  • Work together with the Forecasting and Planning team to create detailed and clear recruitment plans by language, shift and location;
  • Develop multiple staffing scenarios and account for unforeseen challenges or changing business requirements;
  • Maintain appropriate records of staffing decisions, process tracking and changes on a regular basis;
  • Generate reports and useful data promptly to support effective management decision-making
  • Performs all other duties as assigned skills/experience required:

Qualifications and Requirements:

  • 3 or more years of operational experience in Workforce Management and use of WFM-tools in a contact center is a must;
  • Strong proficiency in Microsoft Office applications, especially Excel
  • Knowledge of reporting methodologies and able to present data accurately and clearly in alignment with business and operational needs
  • Ability to oversee projects from a strategic angle and steer changes to achieve the desired outcome;
  • Minimum of University educational level or equivalent further education;
  • Outstanding analytical skills and ability to see trends and patterns in data;
  • Excellent communication skills with the ability to influence all levels of management
  • Fluent in verbal and written English;
  • Strong planning, time management and trouble-shooting skills;
  • Professional, proactive, positive and "can-do" attitude;
  • Good attention to detail, is hands-on and able to multi-task
  • Able to operate in a fast pace and dynamic environment with tight deadlines
  • Embraces teamwork and collaborative work approaches
  • You are already eligible to work in Singapore

The hiring company Booking.com Customer Service Center (Singapore) Pte. Ltd. is one of Booking.com BV's and/or BookingSuite BV's support companies in Singapore. Booking.com Customer Service Center (Singapore) Pte. Ltd. is looking for a Sr. Customer Service Workforce Planner. Booking.com BV is the company behind Booking.com™, the market leading online accommodation reservation service in the world. BookingSuite BV is the company which operates Booking.com's™ newly established Accommodation Marketing Services division. All references to "Booking.com" refer to Booking.com BV.


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