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

Senior Associate Manager, WFM - Scheduling (Bangkok or Kuala Lumpur based, relocation provided) at Agoda

Overview Join to apply for the Senior Associate Manager, WFM - Scheduling (Bangkok or Kuala Lumpur based, relocation provided) role at Agoda.

About Agoda : 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 hotels and holiday properties worldwide, plus flights, activities, and more. We are part of Booking Holdings with a diverse workforce across markets that fosters creativity and collaboration.

The Opportunity 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. The Manager provides coaching and feedback, maintains regular communication, supports development, and contributes to overall WFM performance and culture, collaborating with peers to meet WFM objectives.

Responsibilities

Coaching and giving feedback within WFM (one-on-one) to enable colleagues to perform at their best

Reviewing performance using reports / dashboards, observations, and audits; managing underperformance via PIP where appropriate

People leadership : building relationships, fostering a culture of performance excellence, organizing team activities, and ensuring day-to-day support

Ensuring real-time support, managing escalated issues, approvals, and maintaining team schedules

Providing clarity on performance vs targets and other objectives

Using reward and recognition to motivate the team

Conducting team meetings and aligning the team with Agoda and CEG strategy

Collaborating with other departments (e.g., WFM, CEG Operations, CEG Teach)

Reporting and data analysis : leveraging data from various sources to assess SLA performance and provide insights

Presenting team performance data, challenges, and opportunities

Staying up to date with products, goals, decisions, and projects; participating in leadership meetings

People management : coaching, development, and succession planning; upholding integrity and compliance

Expectations & Values

Continuous improvement : identify opportunities, quantify impact, and drive measurable outcomes

Deliver better together : collaborate with colleagues and Agoda teams

Enable others' success : provide frequent feedback, coaching, and career development

Qualifications & Experience

High level written and verbal communication skills; strong MS Excel and analytical reasoning

Stakeholder management skills; ability to influence decisions

Analytical thinking, problem solving, and KPI management

Time / workload management and prioritization; ability to work in a dynamic environment

Coaching experience and ability to develop and manage a team

Operational planning and coordination; training needs analysis and development

Presentation skills; ability to convey information clearly to groups

Experience : minimum 1 year in Agoda or prior WFM experience in a contact center; coaching in a technical environment; delivering strategic objectives

Nice to Have

People leadership experience

Employment Details

Seniority level : Mid-Senior level

Employment type : Full-time

Job function : Management

Industries : Technology, Information and Internet

Equal Opportunity Employer At Agoda, we pride ourselves on being a company represented by people of diverse backgrounds. We provide equal employment opportunities regardless of sex, age, race, color, national origin, religion, marital status, pregnancy, sexual orientation, gender identity, disability, citizenship, veteran status, or other protected characteristics. We may keep your application on file for future vacancies with the option to request removal. For more details, please read our privacy policy.

Disclaimer We do not accept unsolicited third-party or agency submissions. If received, we reserve the right to contact and hire the candidate directly without a recruitment fee obligation.

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