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

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

    Malaysia Jobs Expertini Expertini › Malaysia › Jobs › Kuala Lumpur › Finance › Senior Associate Manager, Wfm Scheduling (Bangkok Or Kuala Lumpur Based, Relocation Provided)

Job description

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.

#J-18808-Ljbffr

Required Skill Profession

Finance


  • Job Details

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Are You Looking for Senior Associate Manager, WFM Scheduling (Bangkok or Kuala Lumpur based, relocation provided) Job?

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The Work Culture

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3. Impartiapty

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Other Openings

Practice: Prepare answers to common interview questions and rehearse using the STAR method (Situation, Task, Action, Result) to showcase your skills and experiences.

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