About Klook
We are Asia’s leading platform for experiences and travel services, and we believe that we can help bring the world closer together through experiences.
Founded in 2014 by 3 avid travelers, Ethan Lin, Eric Gnock Fah and Bernie Xiong, Klook inspires and enables more moments of joy for travelers with over half a million curated quality experiences ranging from the biggest attractions to paragliding adventures, iconic museums to rich cultural tours, and other convenient local travel services across 2,700 destinations around the world.
Do you share our belief in the wonders of travel? Our international community of over 1,800 employees, based in 30+ locations, certainly do! Global citizens ourselves, Klookers are not only curating memorable experiences for others but also co-creating our world of joy within Klook.
We work hard and play hard, upkeeping our high-performing culture as we are guided daily by our 6 core values:
Customer First
Push Boundaries
Critical Thinking
Build for Scale
Less is More
Win as One
We never settle, and together, we believe in achieving greater heights and realizing endless possibilities ahead of us in the dynamic new era of travel. Care to be a part of this revolution? Join us!
What You’ll Do
Workforce Planning & Resource Management: Develops and manages comprehensive headcount plans by analyzing historical data, seasonality, and traffic trends, providing data-driven recommendations on hiring, resource allocation, and mitigation strategies. Collaborates cross-functionally to adjust workforce strategies based on dynamic business needs and market shifts.
Scheduling & Real-Time Operations: Designs, manages, and dynamically optimizes staffing schedules for in-house and BPO teams across all contact channels (calls, email, messaging, etc.), ensuring precise alignment with demand and SLAs. Drives real-time adjustments and acts as the central point for alerts and escalations to maintain service levels and an optimal customer experience.
Performance Monitoring & Reporting: Own the end-to-end delivery of all WFM performance metrics and dashboards, conducting in-depth trend and root cause analysis to drive continuous improvement and ensure accurate KPI and SLA adherence, including interval summaries and recovery planning.
Stakeholder Collaboration: Partner closely with Operations, vendor, and other internal teams to streamline communication, enhance daily execution, and drive shared accountability.
Project: Support ad hoc initiatives in resource capability planning, tool/process enhancements, and business continuity planning.
People Management & Team Leadership: Lead, coach, and develop a team of Workforce Management professionals, including real-time analysts, planners, and schedulers. Set clear performance expectations, provide regular feedback, and foster a culture of ownership, collaboration, and continuous improvement.
What You’ll Need
Bachelor’s degree with 5+ years of progressive experience in Workforce Management within a contact center environment, with at least 2 years in a people manager role managing WFM professionals (e.g., planners, schedulers, real-time analysts), preferably in a 300+ seat environment.
Expertise in real-time workforce management tools, including dynamic scheduling, and real-time forecasting.
Strong analytical skills with the ability to translate complex live data, historical trends, and seasonality insights into clear and actionable recommendations.
Excellent communication and stakeholder management skills.
Proficient in English, both written and spoken.
Experience managing multi-channel contact centers (voice, chat, email, messaging) in a global or multi-regional setting.
Proficiency in reporting tools and advanced Excel skills. Excel VBA and data visualization skills are a plus.
Have a start-up attitude – highly collaborative with an entrepreneurial, roll-up-your sleeves attitude
Globally-minded and comfortable working with people from different cultural backgrounds and in different time zones
Klook is proud to be an equal opportunity employer. We hire talented and passionate people of all backgrounds. We believe that a joyful workplace is an inclusive workplace, one where employees from all walks of life have an equal opportunity to thrive. We’re dedicated to creating a welcoming and supportive culture where everyone belongs.
