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

The Senior Associate Manager, WFM - Scheduling is a people leader role responsible for leading a WFM team, enabling them to be successful, and delivering against 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 direction, support, and development.

Responsibilities:

• Coach and give feedback to team members
• Build healthy and professional relationships with team members
• Establish and nurture a culture of performance excellence, open feedback, collaboration, recognition, and quality delivery of outcomes
• Organize team building activities
• Ensure the team is well supported to perform their day-to-day activities
• Collaborate with other departments
• Analyze and report on team performance data

Requirements:

• Min. 1 year in Agoda OR previous WFM experience in a Contact Centre environment
• Experience in coaching and developing in a technical environment
• Experience in delivering high-level business objectives or initiatives
• High level written & verbal language/communication skills
• Intermediate or above computer literacy (MS Excel particularly)
• High level problem-solving / analytical reasoning skills
• High level stakeholder management skills