Get to Know our Team

The Customer Experience Group (CEG) of Agoda serves our customers and partners to ensure satisfying outcomes. This is powered by our Global Service Vertical team, the backbone of CEG's global operations, comprising project managers, process owners, analysts, and talent management professionals working to improve the quality, efficiency, and consistency of our customer and partner support processes.

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. As WFM shifts focus toward quality, standardization, and automation alongside continued efficiency gains, this role supports evolution through data-driven analysis, automation, and cross-functional project delivery.

The Opportunity

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, which will become a bigger focus over time. This is a hands-on role with regular, direct use of SQL and Python, especially during forecasting and capacity workstreams, and a strong focus on building scalable solutions that hold up as volume, languages, and channels grow. It can also serve as a good transition from a technical or data background into business and operations strategy, or vice versa. As a small, flat team, you will have direct access to decision makers, fast feedback, with room to grow your scope over time as priorities evolve.

In this role, you'll get to:

• Structure, analyze, and solve problems. Use SQL and Python to independently pull, analyze, and interpret data, translating ambiguous operational questions into clear, logical, and scalable frameworks.
• Support forecasting and capacity initiatives. Partner with Capacity Planning and Scheduling to surface insights and improvement opportunities in forecasting accuracy and automated staffing models.
• Drive real-time efficiency. Work with Real-Time Specialists to identify automation opportunities, including workarounds where system or API limitations exist, with an eye toward solutions that scale beyond a single use case.
• Lead cross-functional projects. Own or support end-to-end delivery of Service Optimization initiatives such as staffing strategy, system implementation, and automation projects that require coordination across WFM and Operations.
• Contribute to future contact flow design. Support early-stage exploration of contact flow logic redesign across funnels, languages, and channels, with scalability as a core design principle.
• Apply AI to real problems. Explore how AI tools can support forecasting, automation, and analysis work across the team.

What you'll need to succeed:

Must-have:

• At least 3 to 4 years of experience in project management, data analytics, or a data-heavy operations role
• Technical proficiency in SQL and Python. Able to independently pull, shape, and analyze data, and build or iterate on models and scripts (e.g., pandas, basic statistical or forecasting libraries), not just run existing code.
• Strong structured problem-solving with an eye for scale. Able to break down ambiguous problems into clear, logical frameworks that remain reliable and reusable as scope, volume, or complexity grows, rather than one-off fixes.
• Highly analytical, comfortable with statistics and forecasting concepts (e.g., trend and seasonality analysis, basic capacity or queuing math)
• Self-directed and comfortable with ambiguity. Able to define your own working agenda and operate independently in a fast-paced, uncertain environment.
• Excellent verbal and written communication skills in English, with the ability to adjust style across seniority levels

Nice-to-have:

• Experience with contact center or WFM operations (forecasting, capacity planning, scheduling, or real-time management)
• Knowledge of AI tools or applications (e.g., using AI to support analysis, automation, or building internal tools)
• Experience with automation where APIs or system integration are limited (e.g., scripting workarounds)
• Background transitioning from a technical or engineering role into business, or vice versa
• Familiarity with contact flow systems or IVR logic