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

The role

The WFM Manager is a people leader responsible for leading a team of WFM Capacity Planners. The role involves delivering against prescribed KPIs and contributing to overall WFM performance and culture.

What you will do

• Lead a team of WFM Capacity Planners
• Foster a positive team culture through feedback and communication
• Oversee team performance against targets
• Participate in the design and implementation of capacity modelling activities
• Collaborate with internal stakeholders on WFM key metrics tracking
• Recommend actions for maintaining SLAs and identifying process gaps
• Prepare and present team performance data
• Collaborate with local WFM teams and stakeholders
• Provide one-on-one coaching and feedback to team members
• Address underperformance using the Performance Improvement Plan process

Required qualifications

• Hands-on experience in end-to-end contact-center capacity planning
• Experience in data-driven demand forecasting, staffing and scenario modeling
• Experience translating plans into operational actions
• Strong Excel skills
• Analytical ability to solve complex problems using data
• Decision making ability
• Effective verbal and written communication
• Excel and Power Point skills
• Flexibility and agility in a dynamic environment
• KPI management
• Listening and influencing skills
• Process improvement skills

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 SixSigma)
• Experience in SQL, Python, metabase, etc

About the company

Agoda is part of Booking Holdings with a diverse team of over 7,000 people from 90 countries. The company connects people to destinations and experiences through travel deals.