Senior Associate Manager

Agoda; Kuala Lumpur; On-site; MYR 50,000 - 70,000; Full time

Job summary

A global online travel platform is seeking a Senior Associate WFM Manager in Kuala Lumpur. This role involves leading a WFM team, providing coaching and feedback, and analyzing performance data to ensure KPIs are met. Candidates should have at least one year of experience in a WFM or contact centre environment, and strong coaching and communication skills are essential. The company values innovation and collaboration, fostering an inclusive work culture.

Qualifications

• At least 1 year experience in WFM or a contact centre environment.
• Experience in coaching and developing individuals.
• Experience delivering high-level business objectives.

Responsibilities

• Lead a WFM team ensuring success against KPIs.
• Provide coaching and feedback to team members.
• Analyze performance data to suggest improvements.

Skills

Analytical Ability

Effective communication

Coaching

Problem Solving

Team management

Education

High level written & verbal communication skills

Intermediate computer literacy

Tools

MS Excel

PowerPoint

Job description

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.

Our Team

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.

The Opportunity

The Senior Associate WFM Manager is a people leader 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.

Activities Performed on the job

• Coaching and giving feedback:
  • 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.
• People leadership:
  • 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 into teamwork and create 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 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 & 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 company and 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).
• Reporting & data analysis:
  • Work with data from various sources to analyze and observe performance of CEG SLAs and gain insights as basis for feedback and change suggestions.
  • Prepare and present team performance data, challenges, and issues, ideas, and opportunities.
• Collaborate with local WFM team:
  • On team performance: providing updates about the team, traffic, projects, concerns, challenges, and opportunities.
  • Participate actively in leadership meetings: share what works well for you, provide feedback and input on decisions or updates, and be open and constructive about what is not working well and how the group can improve.
  • Stay up to date with products, news, goals, decisions, projects.
• Collaborate with other teams:
  • CEG Operations Leadership and Management.
  • CEG GSV.
• Personal Management:
  • Remain up to date with important company/team/department updates, requirements.
  • Act in the best interests of the organization: ensuring we operate with absolute integrity and compliance with all legal obligations or compliance requirements.
  • Be an active and constructive Agoda team member: Always being respectful to others and seeking to be better together.
  • Aim to understand, then meet and exceed the expectations agreed with your manager.

EXPECTATIONS - BEHAVIORS AND VALUES

Behavior

Definition

Regularly identifies improvement opportunities, quantifies them, and follows through to measurable/demonstrable outcomes. Embraces both successes and failures to learn and maximize the benefit.
Embraces and drives change, is open and supportive of improvement opportunities identified by others.

Deliver better together

Collaborates and engages with colleagues and broader Agoda teams to share ideas and learning and work together toward shared ambitions.
Is respectful to colleagues, open to different perspectives /viewpoints, and positively contributes to discussions.

Enable others` success

Is committed to building and nurturing a culture of frequent feedback, coaching and career development.
Provides clarity on accountabilities and goals and progress.
Regularly takes the opportunity to connect and align teams and team members to the Agoda/CEG strategy, making these relevant and digestible.

COMPETENCIES REQUIRED

Analytical Ability & Problem Solving
Can visualize, articulate, conceptualize, or solve both complex and uncomplicated 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
Create and execute a KPI plan designed to help achieve and evaluate the success in reaching the company goals.

Listening and influencing
Practices 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.

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: People leadership experience

QUALIFICATIONS, EXPERIENCE AND TRAININGS REQUIRED

Qualifications
High level written & verbal language/communication skills. Intermediate or above computer literacy (MS Excel particularly), high level problem solving / analytical reasoning skills. High level stakeholder management skills.

Experience
Min. 1 year in Agoda OR previous WFM experience, in a Contact Centre environment.
Experience in coaching and developing, in a technical environment.
Experience in delivering high-level business objectives or initiatives.

Trainings
OJT, WFM onboarding, RT Onboarding

OTHERS
Key Interfaces (internal/external)
RCSM, AD, WFM CEG GSV & CEG Tech.
Number of Direct Reports
4 < 12
Feeder roles
Senior WFM team members, CST Senior Team Managers, CST RCSM, GSV Senior Contributors

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, age, race, color, national origin, religion, marital status, pregnancy, sexual orientation, gender identity, disability, citizenship, veteran or military status, and other legally protected characteristics.

Wewill keep your application on file so that we can consider you for future vacancies and you can always ask to have your details removed from the file. For more details please read our privacy policy .

Disclaimer

We do not accept any terms or conditions, nor do we recognize any agency’s representation of a candidate, from unsolicited third-party or agency submissions. If we receive unsolicited or speculative CVs, we reserve the right to contact and hire the candidate directly without any obligation to pay a recruitment fee.

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