Workforce Management - Senior Associate Manager - Real Time (Bangkok, Kuala Lumpur, Gurgaon, Pune Based - Relocation Provided)

Agoda Company Pte. Ltd.; Kuala Lumpur; Sur place; MYR 180 000 - 240 000; Plein temps

Résumé du poste

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.

Responsabilités

• 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.

Connaissances

WFM Leadership

Coaching & Feedback

Data analysis

Stakeholder mgmt

Outils

Amazon Connect

Genesys Cloud

Excel

Description du poste

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.

About Agoda

Agoda is an online travel booking platform for accommodation, flights, and more. We build and deploy cutting edge technology that connects travelers with more than 2.5 million accommodations globally. Based in Asia and part of Booking Holdings, our 4,000+ talents coming from 90+ different nationalities foster a work environment rich in diversity, creativity, and collaboration. We innovate through a culture of experimentation and ownership,enabling our customers to experience the world.

Get to Know our Team:

The Customer Experience Group of Agoda effectively serves our customers and partners to ensure satisfying results. This great task is accomplished with the support of our Global Service Vertical team. We serve as the backbone for Customer Experience Group’s global operations. Our team is comprised of project managers, process owners, analysts, and talent management. Together we work nonstop to improve the quality and efficiency of our customer and partner support processes. Working with the Global Service Vertical team is a great opportunity to collaborate with various stakeholders and develop initiatives with our sister companies and external partners all over the world. We are a very data-driven environment, eager to move fast and learn through experimentation. A clear focus on supporting our customers and partners is bolstered by a strong, entrepreneurial culture that enriches us and Agoda’s business performance.

The Opportunity:

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.

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 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 company's 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 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.
• 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 that 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 identify improvement opportunities, quantify them, and follow through to measurable/demonstratable outcomes. Embraces both successes and failures to learn and maximize the benefits.
Embraces and drives change, is open and supportive of improvement opportunities identified by others.

Continuous improvement

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

Deliver better together

Collaborates and engages with colleagues and broader Agoda teams to share ideas and learn 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 accountability, 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

Technical Skills

Must have hands-on experience configuring and optimizing contact-center routing across voice, messaging, and email channels, along with workforce management experience leading real-time operations.

Analytical Ability & Problem Solving

Can visualise, articulate, conceptualise, 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 success in reaching the company's goals.

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

Organise, 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.

Result driven

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 training to help team members with specific knowledge or skills 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 success in reaching the company goals.

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

6+ years of WFM experience

Experience in coaching and developing, in a technical environment

Experience in delivering high-level business objectives or initiatives

Trainings

OJT, WFM onboarding, RT Onboarding

Must have:

• Deep hands-on experience designing and configuring omnichannel routing strategies (email, voice, chat/messaging) using platforms such as Amazon Connect, Genesys Cloud/PureCloud, or equivalent CCaaS/ACD systems.
• Proven ability to build routing logic from the ground up — including skills-based routing, IVR/call flows, queues, priorities, and escalation paths — based on complex, nuanced business requirements.
• Strong understanding of contact center architecture (queues, agent skill profiles, SLAs, overflow/failover logic) and how to translate ambiguous business needs into scalable, technical routing designs.
• Experience integrating routing platforms with CRM/WFM/reporting tools (e.g., Salesforce, Verint, NICE) is a plus.
• Comfortable working directly with engineering/IT teams to implement and troubleshoot routing configurations, and able to independently own technical documentation of routing setups.

We welcome both local and international applications for this role. Full visa sponsorship and relocation assistance available.

Discover more about working at Agoda

• Agoda Careershttps://careersatagoda.com
• Facebookhttps://www.facebook.com/agodacareers/
• LinkedInhttps://www.linkedin.com/company/agoda
• YouTubehttps://www.youtube.com/agodalife

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.

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.