Sr. Associate Manager/Manager, WFM - Capacity Planning (Bangkok Based | Relocation provided)

PURPOSE OF THE ROLE

The Sr. Associate Manager/Manager, WFM 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 Sr. Associate Manager/Manager, WFM 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 Sr. Associate Manager/Manager, WFM 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 Sr. Associate Manager/Manager, WFM 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 behaviours 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,
• Reporting and presentation: Preparing and presenting team performance data, challenges, and opportunities.

• Collaboration
  • Collaborate with local WFM team
    • 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.
  • Collaborate with other teams/Stakeholder:
    • Work closely with stakeholders to understand the gaps and work towards the solution
    • Partner with GSV and Operations teams on various initiatives and projects
  •  Management:
    • Stay updated on key company, team, and departmental updates to ensure alignment with organizational priorities.
  • Collaborate to deliver on CEG, divisional, and project objectives while maintaining a focus on integrity and compliance.

•  Coaching and giving feedback
• 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

COMPETENCIES REQUIRED

Analytical Ability & Problem Solving

Can visualize, articulate, conceptualize, or solve complex 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

Execute a KPI plan designed to help achieve and evaluate the success in reaching the company goals.

Listening and influencing

Practice 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:

• Experience being a functional lead.
• Experience in setting functional level OKRs.
• Experience in presenting to Director-level stakeholders.
• Project Management qualifications (e.g. Prince or SixSigma).
• Experience in SQL, Python, metabase, etc