Workforce Management - Senior Associate Manager

Agoda; Pune District; On-site; INR 1,500,000 - 2,300,000; Full time

Job summary

The Senior Associate WFM Manager at Agoda Pune leads a focused Workforce Management team, driving KPI delivery and process excellence. You will coach and mentor analysts, share insights, and ensure adherence to WFM standards across the business.

You will collaborate with cross-functional peers and senior stakeholders to align WFM plans with CEG objectives and Agoda values, building a culture of continuous improvement and data-driven decision making.

Responsibilities

• Coaching and providing feedback within WFM (usually one-on-one) constructively and creatively, to enable colleagues to perform at their best.
• Review performance of individuals and team using performance reports/dashboards, observations, buddying, and reviewing system audit reports.
• Manage all underperformance, using the Performance Improvement Plan (PIP) process where appropriate.
• Build healthy and professional relationships with team members.
• Establish and nurture a culture of performance excellence, open feedback, collaboration, recognition, and quality delivery of outcomes.
• Organize team building activities that will engage people in teamwork and create a positive work environment.
• Ensure the team is well supported to perform their day-to-day activities, including: ensuring appropriate real-time support is available, taking and managing escalated issues.
• Providing approvals as part of the business process (e.g. absorption).
• Ensure team schedule is maintained to a high standard to provide stakeholder support and manage team requests and unplanned absence, in line with process.
• Provide clarity on performance vs targets, and any other team or group objectives.
• Use reward and recognition as part of motivating the team.
• Conduct team meetings: sharing important information, updates, performance progress, and broader company updates.
• Ensure your team is connected to the companys WFM objectives and strategy.
• Be an example to the team through behavior, living up to the Agoda values and behavior standards expected of people leaders.
• Collaborate with other departments, working together to enable overall success (e.g. WFM teams, CEG Operations Teams, CEG Teach Team).
• Work with data from various sources to analyze and observe performance of CEG SLAs and gain insights as a basis for feedback and change suggestions.
• Prepare and present team performance data, challenges, issues, ideas, and opportunities.
• Collaborate with local WFM team: On team performance: providing updates about the team, traffic, projects, concerns, challenges, and opportunities.

Job description

Job Summary

The Senior Associate WFM Manager is a people leader in role, responsible for leading a WFM team, 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 direction, 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 Senior Associate WFM Manager is expected to be an SME in Workforce Management, having a good knowledge of WFM concepts, to support the team with challenges and capability and to adequately represent WFM, to senior stakeholders.

Responsibilities

• Coaching and providing feedback within WFM (usually one-on-one) constructively and creatively, to enable colleagues to perform at their best.
• Review performance of individuals and team using performance reports/dashboards, observations, buddying, and reviewing system audit reports.
• Manage all underperformance, using the Performance Improvement Plan (PIP) process where appropriate.
• Build healthy and professional relationships with team members.
• Establish and nurture a culture of performance excellence, open feedback, collaboration, recognition, and quality delivery of outcomes.
• Organize team building activities that will engage people in teamwork and create a positive work environment.
• Ensure the team is well supported to perform their day-to-day activities, including: ensuring appropriate real-time support is available, taking and managing escalated issues.
• Providing approvals as part of the business process (e.g. absorption).
• Ensure team schedule is maintained to a high standard to provide stakeholder support and manage team requests and unplanned absence, in line with process.
• Provide clarity on performance vs targets, and any other team or group objectives.
• Use reward and recognition as part of motivating the team.
• Conduct team meetings: sharing important information, updates, performance progress, and broader company updates.
• Ensure your team is connected to the companys WFM objectives and strategy.
• Be an example to the team through behavior, living up to the Agoda values and behavior standards expected of people leaders.
• Collaborate with other departments, working together to enable overall success (e.g. WFM teams, CEG Operations Teams, CEG Teach Team).
• Work with data from various sources to analyze and observe performance of CEG SLAs and gain insights as a basis for feedback and change suggestions.
• Prepare and present team performance data, challenges, issues, ideas, and opportunities.
• Collaborate with local WFM team: On team performance: providing updates about the team, traffic, projects, concerns, challenges, and opportunities.