Real-Time WFM Senior Associate Manager | Lead & Optimize

Agoda; Kuala Lumpur; On-site; MYR 180,000 - 240,000; Full time

Job summary

Agoda is seeking a Senior Associate WFM Manager in Kuala Lumpur to lead a high-performing Workforce Management team. You will coach staff, manage performance, and drive WFM initiatives aligned with global service objectives.

Your work will prioritize data-driven insights to improve SLA delivery and operational efficiency across the Customer Experience Group. You will partner with cross-functional teams and senior leaders to translate business needs into scalable WFM strategies while upholding

Qualifications

• 6+ years of WFM experience.
• Experience coaching and developing teams.
• Strong stakeholder management and cross-functional collaboration.
• Hands-on analytics and data-driven decision making.

Responsibilities

• Lead a WFM team to deliver against KPIs.
• Coach and provide feedback to team members.
• Review performance with data dashboards and reports.
• Collaborate with GSV and local WFM teams for alignment.
• Represent WFM in senior stakeholder meetings.

Skills

WFM

Coaching

Leadership

Analytics

Stakeholder management

Communication

Tools

Amazon Connect

Genesys Cloud

CCaaS/ACD systems

Job description

Agoda is seeking a Senior Associate WFM Manager in Kuala Lumpur to lead a high-performing Workforce Management team. You will coach staff, manage performance, and drive WFM initiatives aligned with global service objectives.

Your work will prioritize data-driven insights to improve SLA delivery and operational efficiency across the Customer Experience Group. You will partner with cross-functional teams and senior leaders to translate business needs into scalable WFM strategies while upholding