Senior Associate Workforce Management Manager - Scheduling

Get to Know our Team:

The Customer Experience Group of Agoda effectively serves our customers and partners to ensure satisfying results. This great task is accomplished with the support of our Global Service Vertical team. We serve as the backbone for Customer Experience Group’s global operations. Our team is comprised of project managers, process owners, analysts, and talent management. Together we work nonstop to improve the quality and efficiency of our customer and partner support processes. Working with the Global Service Vertical team is a great opportunity to collaborate with various stakeholders and develop initiatives with our sister companies and external partners all over the world. We are a very data-driven environment, eager to move fast and learn through experimentation. A clear focus on supporting our customers and partners is bolstered by a strong, entrepreneurial culture that enriches us and Agoda’s business performance.

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 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. 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 Senior Associate WFM Manager is expected to be an SME in Workforce Management, having 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:

• Coaching and giving feedback:
  • Coaching and providing feedback within WFM (usually one-on-one) constructively and creatively, to enable colleagues to perform at their best.
  • Review performance of individuals and team using performance reports/dashboards, observations, buddying and reviewing system audit reports.
  • Manage all underperformance, using the Performance Improvement Plan (PIP) process where appropriate.
• People leadership:
  • 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 that will engage people into teamwork and create positive work environment.
  • Ensure the team is well supported to perform their day-to-day activities, including:
    • ensuring appropriate real-time support is available, taking and managing escalated issues.
    • providing approvals as part of business process (e.g. absorption).
    • Ensure team schedule is maintained to a high standard to provide stakeholder support and manage team requests and unplanned absence, in line with process.
  • Provide clarity on performance vs targets, and any other team or group objectives.
  • Use reward & recognition as part of motivating the team.
  • Conduct team meetings: sharing important information, updates, performance progress and broader company updates.
  • Ensure your team is connected to the company and WFM objectives and strategy.
  • Be an example to the team through behavior, living up to the Agoda values and behavior standards expected of people leaders.
  • Collaborate with other departments, working together to enable overall success (e.g. WFM teams, CEG Operations Teams, CEG Teach Team).
• Reporting & data analysis:
  • Work with data from various sources to analyze and observe performance of CEG SLAs and gain insights as basis for feedback and change suggestions.
  • Prepare and present team performance data, challenges, and issues, ideas, and opportunities.
• Collaboration:
  • Collaborate with local WFM team:
    • On team performance: providing updates about the team, traffic, projects, concerns, challenges, and opportunities.
    • Participate actively in leadership meetings: share what works well for you, provide feedback and input on decisions or updates, and be open and constructive about what is not working well and how the group can improve.
    • Stay up to date with products, news, goals, decisions, projects.
  • Collaborate with other teams:
    • CEG Operations Leadership and Management.
    • CEG GSV.
• Personal Management:
  • Remain up to date with important company/team/department updates, requirements.
  • Act in the best interests of the organization: ensuring we operate with absolute integrity and compliance with all legal obligations or compliance requirements.
  • Be an active and constructive Agoda team member: Always being respectful to others and seeking to be better together.
  • Aim to understand, then meet and exceed the expectations agreed with your manager.

EXPECTATIONS - BEHAVIORS AND VALUES

Behavior	Definition
Continuous improvement	Regularly identifies improvement opportunities, quantifies them, and follows through to measurable/demonstrable outcomes. Embraces both successes and failures to learn and maximize the benefit. Embraces and drives change, is open and supportive of improvement opportunities identified by others.
Deliver better together	Collaborates and engages with colleagues and broader Agoda teams to share ideas and learning and work together toward shared ambitions. Is respectful to colleagues, open to different perspectives /viewpoints, and positively contributes to discussions.
Enable others` success	Is committed to building and nurturing a culture of frequent feedback, coaching and career development.  Provides clarity on accountabilities and goals and progress. Regularly takes the opportunity to connect and align teams and team members to the Agoda/CEG strategy, making these relevant and digestible.

COMPETENCIES REQUIRED

Analytical Ability & Problem Solving	Can visualize, articulate, conceptualize, or solve both complex and uncomplicated 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	Create and execute a KPI plan designed to help achieve and evaluate the success in reaching the company goals.
Listening and influencing	Practices 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: People leadership experience.

QUALIFICATIONS, EXPERIENCE AND TRAININGS REQUIRED

Qualifications	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.
Experience	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.
Trainings	OJT, WFM onboarding, RT Onboarding

OTHERS

Key Interfaces (internal/external)	RCSM, AD, WFM CEG GSV & CEG Tech.
Number of Direct Reports	4 >< 12
Feeder roles	Senior WFM team members, CST Senior Team Managers, CST RCSM, GSV Senior Contributors
Potential next roles/moves	WFM Manager