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

PURPOSE OF THE ROLE 

The WFM Manager is a people leader role, responsible for the leadership of a team of WFM Capacity Planners, enabling them to be successful and delivering against the prescribed KPIs. 

The Manager enables their team and team members by providing coaching and feedback, building strong professional relationships, maintaining a regular flow of communication, and providing encouragement, support, and development. 

The Manager also contributes to the overall WFM performance and culture, collaborating with peers and broader colleagues to ensure WFM delivers to the company and CEG objectives. 

The WFM Manager is expected to have a good knowledge of WFM concepts, to support the team with challenges and capability and to adequately represent WFM, to senior stakeholders. 

  

ACTIVITIES PERFORMED ON THE JOB 

• 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 providing guidance to facilitate problem-solving and effective decision-making. 

• Upholding Agoda Value and CEG Leadership behaviors with high standard of professionalism 

  

• WFM Reporting & data analysis 

• Capacity Modelling: Participate in the design and implementation of capacity modelling activities and projects, focusing on enhancing the accuracy of volume forecasting and other valuable metric 

• Data management: Collaborate with internal stakeholders (Analytics, Ops, HR) on design, and manage tracking for WFM key metrics 

• Data analysis/ approach: Recommend actions for maintaining SLAs, identifying process gaps through deep dives and implementing improvements, 

• Reporting and presentation: Preparing and presenting 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, offering constructive feedback, and contributing to group improvements. 

• Stay informed about company products, updates, goals, decisions, and projects to align team efforts effectively. 

• Collaborate with other teams/Stakeholder:  

• Work closely with stakeholders to understand the gaps and work towards the solution 

• Partner with GSV and Operations teams on various initiatives and projects 

•  Management:  

• Stay updated on key company, team, and departmental updates to ensure alignment with organizational priorities. 

• Collaborate to deliver on CEG, divisional, and project objectives while maintaining a focus on integrity and compliance. 

  

•  Coaching and giving feedback  

• Provide constructive and creative 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 

  

COMPETENCIES REQUIRED 

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.
Analytical Ability & Problem Solving	Can visualize, articulate, conceptualize, or solve complex problems using the data available.
Decision making ability	Set a course of action purposely chosen from different alternatives to achieve company objectives.
Effective communication (Verbal and written)	Delivers, receives, and interprets ideas and information, presents information appropriately to a diverse range of audiences, and influences partner decisions Excel/Power Point Skills
Flexibility and Agility	Can adjust behavior to new information and changing circumstances. Be open to new ways of doing things and always experiment with new methods. Works effectively in a dynamic environment.
KPI management	Execute a KPI plan designed to help achieve and evaluate the success in reaching the company goals.
Listening and influencing	Practice attentive and active listening. Can influence strategies that persuade key stakeholders to take action that will promote shared interests and business goals.
Process Improvement	Organize, evaluate, plan, and implement improvements in our internal and external processes and practices. Actively work on creating better processes once changes take place.
Reporting	Be able to confidently give a written account of business metrics, projects and team performance based on data, observations, or investigations.
Result driven	Driving high standards to accomplish challenging goals. Works hard to achieve them.
Time / workload management & prioritization	Creating a work environment where tasks and responsibilities are accomplished successfully within the time available.
Coaching	Support and develop team members to achieve a specific personal and professional goal by guiding and training.
Develop and Manage team	Govern and coordinate the team to perform in their job. Learn the skills, potential and ambitions of the team members and define long term success.
Operational Planning & Coordination	Create and execute a detailed plan with the aim to provide a clear vision on how the team, department will contribute to the achievement of the company’s strategic goals
People training	Identify training needs, create, and develop trainings to help team member’s specific knowledge or skill to improve performance in their current roles.
Presentation	Clearly conveys information and ideas through a variety of media to individuals or groups in a manner that engages the audience and helps them understand and retain the message.
Team level KPI management	Create and execute a team KPI plan designed to help achieve and evaluate the success in reaching the company goals.

  

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