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

The role

The Senior Associate WFM Manager is a people leader responsible for leading a WFM team and delivering against prescribed KPIs. The role involves coaching team members, managing real-time operations, and collaborating with stakeholders to support customer experience objectives.

What you will do

• Coach and provide constructive feedback to WFM colleagues
• Review individual and team performance using reports and dashboards
• Manage underperformance using the Performance Improvement Plan process
• Build professional relationships and nurture a culture of performance excellence
• Organize team building activities
• Ensure appropriate real-time support and manage escalated issues
• Maintain team schedules and manage unplanned absences
• Conduct team meetings to share updates and performance progress
• Analyze performance data to gain insights for feedback and change suggestions
• Collaborate with local WFM teams and CEG Operations Leadership

Required qualifications

• 6+ years of WFM experience
• Experience in coaching and developing in a technical environment
• Experience in delivering high-level business objectives or initiatives
• Hands-on experience configuring and optimizing contact-center routing across voice, messaging, and email channels
• WFM experience leading real-time operations
• Deep hands-on experience designing and configuring omnichannel routing strategies using platforms such as Amazon Connect, Genesys Cloud/PureCloud, or equivalent CCaaS/ACD systems
• Ability to build routing logic from the ground up including skills-based routing, IVR/call flows, queues, priorities, and escalation paths
• Strong understanding of contact center architecture
• High level written and verbal language/communication skills
• Intermediate or above computer literacy (MS Excel particularly)
• High level problem solving and analytical reasoning skills
• High level stakeholder management skills

Nice to have

• Experience integrating routing platforms with CRM/WFM/reporting tools (e.g., Salesforce, Verint, NICE)

Benefits

• Full visa sponsorship
• Relocation assistance

About the company

Agoda is an online travel booking platform for accommodation, flights, and more. It is part of Booking Holdings and employs over 7,000 people from 90 countries.