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

Agoda Company Pte. Ltd.; Kuala Lumpur; On-site; MYR 120,000 - 180,000; Full time

Job summary

Agoda is seeking a WFM Manager to lead a team of Capacity Planners, driving capacity modelling, forecasting accuracy, and SLA adherence. You will coach the team, collaborate with analytics and operations, and communicate performance insights to stakeholders. A strong background in WFM and data-driven decisions is required.

Join Agoda to contribute to a globally distributed team and help optimize workforce strategies aligned with company goals and customer experience priorities.

Qualifications

• Hands-on experience in end-to-end contact-center capacity planning, including demand forecasting, staffing and scenario modeling, and translating plans into actions.
• Strong Excel skills are essential.

Responsibilities

• Lead and coach a team of WFM Capacity Planners to meet KPIs.
• Oversee team performance against targets and support problem-solving.
• Develop and maintain capacity modelling and forecasting processes.
• Collaborate with Analytics, Ops, HR on WFM metrics.

Skills

WFM capacity planning

People leadership

Data analysis

Decision making

Effective communication

Time/workload management

Listening and influencing

Process improvement

Presentation

Tools

Excel

PowerPoint

Job description

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 peopleleaderrole, 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,maintaininga 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 adequatelyrepresentWFM, 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 tofacilitateproblem-solving and effective decision-making.
• Upholding Agoda Value and CEG Leadershipbehaviorswith high standard of professionalism
• WFM Reporting & data analysis
• Capacity Modelling:Participatein 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 formaintainingSLAs,identifyingprocess gaps through deepdivesand implementing improvements,
• Reporting and presentation: Preparing and presenting team performance data, challenges, and opportunities.
• Collaborate with local WFM teams
• Provide regular updates on team performance, traffic trends, ongoing projects, challenges, and opportunities.
• Activelyparticipatein 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 withotherteams/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 projectobjectiveswhilemaintaininga 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 byutilizingthe 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 companyobjectives.

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 tonew informationand 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 evaluatethe successin reaching thecompanygoals.

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,projectsand team performance based on data, observations, or investigations.

Drivinghigh standardstoaccomplishchallenging goals. Works hard to achieve them.

Time / workload management & prioritization

Creating a work environment where tasks and responsibilities areaccomplishedsuccessfully 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,potentialand ambitions of the team members and define long term success.

Operational Planning & Coordination

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

People training

Identifytraining needs, create, and developtrainingsto help teammember’sspecific 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 andretainthe message.

Team level KPI management

Create and execute a team KPI plan designed to help achieve and evaluatethe successin reaching the company goals.

NICE TO HAVE:

• Experience being a functional lead.
• Experience insetting functional level OKRs.
• Experience in presenting to Director-level stakeholders.
• Experience in SQL, Python,metabase,etc

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.

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, 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.