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Senior Associate Manager, WFM-RTS (Bangkok or Kuala Lumpur based, relocation provided)

AgodaKuala Lumpur, Kuala Lumpur, Malaysia

4 hours ago

Job description

Agoda is an online travel booking platform for accommodations, flights, and more. We build and deploy cutting-edge technology that connects travelers with a global network of 4.7M hotels and holiday properties worldwide, plus flights, activities, and more.

Our Purpose - Bridging the World Through Travel. We believe travel allows people to enjoy, learn and experience more of the amazing world we live in.

About the Role

The Senior Associate WFM Manager is a people leader role, responsible for leading a WFM team, enabling them to be successful and delivering against the prescribed KPIs.

Coaching and giving feedback to enable colleagues to perform at their best.
Building healthy and professional relationships with team members and establishing a culture of performance excellence.
Collaborating with other departments to enable overall success.
Reporting and data analysis to analyze and observe performance of CEG SLAs and gain insights as basis for feedback and change suggestions.

EXPECTATIONS - BEHAVIORS AND VALUES

Continuous improvement : regularly identifies improvement opportunities and follows through to measurable / demonstratable outcomes.

Deliver better together : collaborates and engages with colleagues to share ideas and learning and work together toward shared ambitions.

Enable others' success : committed to building and nurturing a culture of frequent feedback, coaching, and career development.

COMPETENCIES REQUIRED

Analytical Ability & Problem Solving : can visualize, articulate, conceptualize, 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 : delivers, receives, and interprets ideas and information, presents information appropriately to a diverse range of audiences.

Qualifications, Experience and Trainings required

High level written & verbal language / communication skills.

Intermediate or above computer literacy (MS Excel particularly), high level problem solving / analytical reasoning skills.

Min. 1 year in Agoda OR previous WFM experience, in a Contact Centre environment.

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

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.

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Senior Manager • Kuala Lumpur, Kuala Lumpur, Malaysia