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

Purpose of the Role

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 guiding problem-solving and decision-making.
• Uphold Agoda Values and CEG Leadership behaviors with a high standard of professionalism.

WFM Reporting and Data Analysis

• Participate in the design and implementation of capacity modelling activities and projects to enhance volume forecasting accuracy.
• Collaborate with internal stakeholders (Analytics, Ops, HR) on design and manage tracking for WFM key metrics.
• Recommend actions for maintaining SLAs, identifying process gaps through deep dives, and implementing improvements.
• Prepare and present team performance data, challenges, and opportunities.

Collaboration

• Collaborate with local WFM teams.
• Provide regular updates on team performance, traffic trends, ongoing projects, challenges, and opportunities.
• Actively participate in leadership meetings by sharing best practices and constructive feedback.
• Stay informed about company products, updates, goals, decisions, and projects to align team efforts.
• Work closely with stakeholders to understand gaps and work toward solutions.
• Partner with GSV and Operations teams on various initiatives and projects.
• Collaborate to deliver on CEG, divisional, and project objectives while maintaining integrity and compliance.

Coaching and Feedback

• Provide constructive 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 by utilizing the Performance Improvement Plan (PIP) process when necessary.

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.

Competencies Required

• Analytical ability and problem solving: can visualize, articulate, conceptualize, or solve complex problems using available data.
• Decision-making ability to set a course of action chosen from alternatives to achieve company objectives.
• Effective verbal and written communication, including Excel/PowerPoint skills and influencing partner decisions.
• Flexibility and agility to adjust to new information and changing circumstances.
• KPI management to execute a KPI plan that achieves and evaluates company goals.
• Listening and influencing to persuade key stakeholders toward shared interests and business goals.
• Process improvement to organize, evaluate, plan, and implement improvements.
• Reporting ability to give a written account of business metrics, projects, and team performance.
• Result-driven approach to accomplish challenging goals.
• Time and workload management and prioritization.
• Coaching to support and develop team members toward personal and professional goals.
• Develop and manage team, learning team members' skills, potential, and ambitions.

Nice to Have

• Experience being a functional lead.
• Experience in setting functional-level OKRs.
• Experience in presenting to Director-level stakeholders.
• Project Management qualifications (e.g. Prince or Six Sigma).
• Experience in SQL, Python, Metabase, etc.

About Agoda

Hiring Process

• Please review Agoda's Hiring Process Guidelines before your interview.