Senior WFM Manager — Coaching, Data-Driven Operations

Agoda Company Pte. Ltd.; Kuala Lumpur; On-site; MYR 180,000 - 240,000; Full time

Job summary

Agoda is seeking a Senior Associate WFM Manager to lead a Workforce Management team, drive KPI delivery and optimize routing across contact channels. You will coach the team, partner with operations and stakeholders, and embed data-driven decision making.

This role focuses on performance management, real-time support, and continuous improvement. You will collaborate with CEG Operations, GSV, and Teach teams to ensure Agoda delivers excellent customer experiences through effective staffing and

Qualifications

• 6+ years of WFM experience.
• Deep hands-on experience designing omnichannel routing.
• Experience leading cross-functional teams.
• Strong analytical and communication skills.

Responsibilities

• Lead a WFM team to meet KPIs.
• Coach and provide feedback to team members.
• Review performance with dashboards and reports.
• Ensure real-time support and issue escalation.
• Collaborate with CEG Ops, GSV, and Teach teams.
• Represent WFM to senior stakeholders.

Skills

WFM Leadership

Coaching & Feedback

Data analysis

Stakeholder mgmt

Tools

Amazon Connect

Genesys Cloud

Excel

Job description

Agoda is seeking a Senior Associate WFM Manager to lead a Workforce Management team, drive KPI delivery and optimize routing across contact channels. You will coach the team, partner with operations and stakeholders, and embed data-driven decision making.

This role focuses on performance management, real-time support, and continuous improvement. You will collaborate with CEG Operations, GSV, and Teach teams to ensure Agoda delivers excellent customer experiences through effective staffing and