Workforce Management - Senior Associate Manager - Capacity (Bangkok, Kuala Lumpur, Gurgaon, Pune Based)

About Agoda

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.

Today, we are part of Booking Holdings [NASDAQ: BKNG], with a diverse team of over 7,000 people from 90 countries, working together in offices around the globe. Every day, we connect people to destinations and experiences, with our great deals across our millions of hotels and holiday properties, flights, and experiences worldwide.

No two days are the same at Agoda. Data and technology are at the heart of our culture, fueling our curiosity and innovation. If you’re ready to begin your best journey and help build travel for the world, join us.

PURPOSE OF THE ROLE

The WFM Manager is a people leader role, responsible for the leadership of a team of WFM Capacity Planners, enabling them to be successful and delivering against the prescribed KPIs.

The Manager enables their team and team members by providing coaching and feedback, building strong professional relationships, maintaining a regular flow of communication, and providing encouragement, support, and development.

The Manager also contributes to the overall WFM performance and culture, collaborating with peers and broader colleagues to ensure WFM delivers to the company and CEG objectives.

The WFM Manager is expected to have a good knowledge of WFM concepts, to support the team with challenges and capability and to adequately represent WFM, to senior stakeholders.

ACTIVITIES PERFORMED ON THE JOB

People leadership

Foster a positive team culture through open feedback, collaboration, recognition, and clear communication of performance expectations and CEG/ WFM objectives

Oversee team performance against targets, supporting specialists in overcoming obstacles, and providing guidance to facilitate problem-solving and effective decision-making.

Upholding Agoda Value and CEG Leadership behaviors with high standard of professionalism

WFM Reporting & data analysis

Capacity Modelling: Participate in the design and implementation of capacity modelling activities and projects, focusing on enhancing the accuracy of volume forecasting and other valuable metric

Data management: Collaborate with internal stakeholders (Analytics, Ops, HR) on design, and manage tracking for WFM key metrics

Data analysis/ approach: Recommend actions for maintaining SLAs, identifying process gaps through deep dives and implementing improvements,

Reporting and presentation: Preparing and presenting team performance data, challenges, and opportunities.

Collaboration

Collaborate with local WFM teams

Provide regular updates on team performance, traffic trends, ongoing projects, challenges, and opportunities.

Actively participate in leadership meetings by sharing best practices, offering constructive feedback, and contributing to group improvements.

Stay informed about company products, updates, goals, decisions, and projects to align team efforts effectively.

Collaborate with other teams/Stakeholder:

Work closely with stakeholders to understand the gaps and work towards the solution

Partner with GSV and Operations teams on various initiatives and projects

Management:

Stay updated on key company, team, and departmental updates to ensure alignment with organizational priorities.

Collaborate to deliver on CEG, divisional, and project objectives while maintaining a focus on integrity and compliance.

Coaching and giving feedback

Provide constructive and creative one-on-one coaching and feedback to WFM team members to help them achieve their best performance.

Regularly review performance with Capacity Planners and the team through performance reports, dashboards, observations, buddying sessions, and system audit reviews.

Address underperformance effectively by utilizing the Performance Improvement Plan (PIP) process when necessary

COMPETENCIES REQUIRED

Technical Skills

Must have hands-on experience in end-to-end contact-center capacity planning, including data-driven demand forecasting, staffing and scenario modeling, and translating plans into operational actions; strong Excel skills are essential.

Analytical Ability & Problem Solving

Can visualize, articulate, conceptualize, or solve complex problems using the data available.

Decision making ability

Set a course of action purposely chosen from different alternatives to achieve company objectives.

Effective communication (Verbal and written)

Delivers, receives, and interprets ideas and information, presents information appropriately to a diverse range of audiences, and influences partner decisions Excel/Power Point Skills

Flexibility and Agility

Can adjust behavior to new information and changing circumstances. Be open to new ways of doing things and always experiment with new methods. Works effectively in a dynamic environment.

KPI management

Execute a KPI plan designed to help achieve and evaluate the success in reaching the company goals.

Listening and influencing

Practice attentive and active listening. Can influence strategies that persuade key stakeholders to take action that will promote shared interests and business goals.

Process Improvement

Organize, evaluate, plan, and implement improvements in our internal and external processes and practices. Actively work on creating better processes once changes take place.

Reporting

Be able to confidently give a written account of business metrics, projects and team performance based on data, observations, or investigations.

Result driven

Driving high standards to accomplish challenging goals. Works hard to achieve them.

Time / workload management & prioritization

Creating a work environment where tasks and responsibilities are accomplished successfully within the time available.

Coaching

Support and develop team members to achieve a specific personal and professional goal by guiding and training.

Develop and Manage team

Govern and coordinate the team to perform in their job. Learn the skills, potential and ambitions of the team members and define long term success.

Operational Planning & Coordination

Create and execute a detailed plan with the aim to provide a clear vision on how the team, department will contribute to the achievement of the company’s strategic goals

People training

Identify training needs, create, and develop trainings to help team member’s specific knowledge or skill to improve performance in their current roles.

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.

Team level KPI management

Create and execute a team KPI plan designed to help achieve and evaluate the success in reaching the company goals.

NICE TO HAVE:

Experience being a functional lead.

Experience in setting functional level OKRs.

Experience in presenting to Director-level stakeholders.

Project Management qualifications (e.g. Prince or SixSigma).

Experience in SQL, Python, metabase, etc

Please review our Hiring Process Guidelines before your interview — click here to learn how interviewing at Agoda works.

Discover more about working at Agoda

Agoda Careers https://careersatagoda.com

Facebook https://www.facebook.com/agodacareers/

LinkedIn https://www.linkedin.com/company/agoda

YouTube https://www.youtube.com/agodalife

Equal Opportunity Employer

At Agoda, we pride ourselves on being a company represented by people of all different backgrounds and orientations. We prioritize attracting diverse talent and cultivating an inclusive environment that encourages collaboration and innovation. Employment at Agoda is based solely on a person’s merit and qualifications. We are committed to providing equal employment opportunity regardless of sex,