Description
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.
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.
Key Responsibilities:
- 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
- Uphold Agoda Values and CEG Leadership behaviors with high standards of professionalism
- Participate in the design and implementation of capacity modelling activities and projects, focusing on enhancing the accuracy of volume forecasting and other valuable metrics
- Collaborate with internal stakeholders on design, and manage tracking for WFM key metrics
- Recommend actions for maintaining SLAs, identifying process gaps through deep dives and implementing improvements
- Prepare and present team performance data, challenges, and opportunities
- 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
- Work closely with stakeholders to understand gaps and work towards solutions
- Partner with GSV and Operations teams on various initiatives and projects
- 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
Requirements:
- 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
- Analytical Ability & Problem Solving
- Decision-making ability
- Effective communication (Verbal and written)
- Excel/Power Point Skills
- Flexibility and Agility
- KPI management
- Listening and influencing
- Process Improvement
- Reporting
- Result-driven
- Time / workload management & prioritization
- Coaching
- Develop and Manage team
- Operational Planning & Coordination
- People training
- Presentation
- Team level KPI management