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

About the role

About Agoda

At Agoda, we bridge the world through travel. Our story began in 2005, when two lifelong friends and entrepreneurs, driven by their passion for travel, launched Agoda to make it easier for everyone to explore the world.

Today, we are part of Booking Holdings [NASDAQ: BKNG], with a diverse team of over 7,000 people from 90 countries, working together in offices around the globe. Every day, we connect people to destinations and experiences, with our great deals across our millions of hotels and holiday properties, flights, and experiences worldwide.

No two days are the same at Agoda. Data and technology are at the heart of our culture, fueling our curiosity and innovation. If you’re ready to begin your best journey and help build travel for the world, join us.

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,

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