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 4.7M hotels and holiday properties worldwide, plus flights, activities, and more. Based in Asia and part of Booking Holdings, our 7,100+ employees representing 95+ nationalities in 27 markets foster a work environment rich in diversity, creativity, and collaboration. We innovate through a culture of experimentation and ownership, enhancing the ability for our customers to experience the world.
Our Purpose - Bridging the World Through Travel
We believe travel allows people to enjoy, learn and experience more of the amazing world we live in. It brings individuals and cultures closer together, fostering empathy, understanding and happiness.
We are a skillful, driven and diverse team from across the globe, united by a passion to make an impact. Harnessing our innovative technologies and strong partnerships, we aim to make travel easy and rewarding for everyone.
PURPOSE OF THE ROLE
The Senior WFM Manager will play a critical role in optimizing workforce operations within our contact center. This position is responsible for developing and executing strategic workforce management plans that align with the company's objectives, ensuring efficient resource allocation, and enhancing service delivery. The ideal candidate will have a strong background in workforce management, excellent leadership skills, and a passion for driving operational excellence.
ACTIVITIES PERFORMED ON THE JOB
- Team Leadership:
- Provide leadership and mentorship to the workforce management team, fostering a culture of high performance, professional growth, and continuous learning.
- Cross-Functional Collaboration:
- Work closely with other departments to ensure workforce management practices are integrated with broader business strategies.
- Engage with senior management and other key stakeholders to align workforce management strategies with business objectives and service level agreements.
- Stakeholder Engagement:
- Collaborate with key stakeholders, including senior management, to ensure workforce management strategies align with business objectives and service level agreements.
- Strategic Planning:
- Develop and implement a comprehensive workforce management strategy that aligns with the company's goals and supports the contact center's operational needs.
- Performance Metrics:
- Establish and monitor key performance indicators (KPIs) to evaluate the effectiveness of workforce management strategies and drive continuous improvement.
- Innovation and Improvement:
- Lead initiatives to optimize workforce management processes, incorporating best practices and innovative solutions to enhance efficiency and effectiveness.
- Technology Integration:
- Leverage advanced workforce management tools and technologies to improve forecasting accuracy and operational efficiency.
- Risk Management and Compliance
- Risk Assessment: Identify and mitigate risks related to workforce management, ensuring compliance with company policies and industry regulations.
- Contingency Planning: Develop and implement contingency plans to address potential disruptions in workforce operations.
EXPECTATIONS - BEHAVIORS AND VALUES
COMPETENCIES REQUIRED
NICE TO HAVE:
- Experience being a functional lead.
- Experience managing managers.
- Experience in setting functional level OKRs.
- Experience in presenting to Director-level stakeholders.
- Project Management qualifications (e.g. Prince or SixSigma).
QUALIFICATIONS, EXPERIENCE AND TRAININGS REQUIRED
Equal Opportunity Employer
At Agoda, we pride ourselves on being a company represented by people of all different backgrounds and orientations. We prioritize attracting diverse talent and cultivating an inclusive environment that encourages collaboration and innovation. Employment at Agoda is based solely on a person’s merit and qualifications. We are committed to providing equal employment opportunity regardless of sex, age, race, color, national origin, religion, marital status, pregnancy, sexual orientation, gender identity, disability, citizenship, veteran or military status, and other legally protected characteristics.
We will keep your application on file so that we can consider you for future vacancies and you can always ask to have your details removed from the file. For more details please read our privacy policy.
To all recruitment agencies: Agoda does not accept third party resumes. Please do not send resumes to our jobs alias, Agoda employees or any other organization location. Agoda is not responsible for any fees related to unsolicited resumes.
What We Do
Agoda is transforming travel for millions of customers across the globe. Headquartered in Asia, Agoda is one of the world’s largest online travel platforms. Founded in 2005 and now part of Booking Holdings (Nasdaq:BKNG), Agoda has a network of over 2,900,000 properties worldwide. Our web and mobile products provide a first-rate reservation service in 38 languages that uniquely combines local knowledge and local connections to provide the best deals for business and leisure travelers. Agoda employs over 7,000 professionals from 90 nationalities in locations around the globe. In every department – from engineering to customer experience – we provide an environment rich with creativity, collaboration, and experimentation, and the tools to work faster and smarter. At Agoda, we believe our people are our strength. We work hard and have fun, and we choose people who are dedicated to making things great. For properties seeking partnership with Agoda, visit https://connect.agoda.com
