Workforce Management - Senior Associate Manager - Real Time (Bangkok, Kuala Lumpur, Gurgaon, Pune Based - Relocation Provided)

Agoda
Bangkok, Gurugram, Pune, Kuala Lumpur
Workplace: OnsiteFull timeFunction: Administration & Executive AssistanceExperience: 6+ yearsSkills: ["Coaching","Feedback","Stakeholder management","Problem-solving","Communication","Presentation","KPI management","Process improvement","Time/workload management","Listening","Influencing"]

Lead a Workforce Management (WFM) real-time team within Agoda’s Customer Experience Group, driving performance against KPIs and enabling the team through coaching, feedback, scheduling, and escalations. Serve as an SME in WFM, using dashboards and performance data to analyze contact-center SLAs, identify improvement opportunities, and translate business needs into omnichannel routing and escalation designs. Collaborate across CEG teams to deliver customer and partner support objectives.

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Agoda
Agoda
4 days ago

Workforce Management - Senior Associate Manager - Real Time (Bangkok, Kuala Lumpur, Gurgaon, Pune Based - Relocation Provided)

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Last checked: 15 hours agoStatus: Live

Job Summary

Lead a Workforce Management (WFM) real-time team within Agoda’s Customer Experience Group, driving performance against KPIs and enabling the team through coaching, feedback, scheduling, and escalations. Serve as an SME in WFM, using dashboards and performance data to analyze contact-center SLAs, identify improvement opportunities, and translate business needs into omnichannel routing and escalation designs. Collaborate across CEG teams to deliver customer and partner support objectives.
Location: Bangkok, Gurugram, Pune, Kuala Lumpur
Workplace: Onsite
Employment Type: Full time
Job Function: Administration & Executive Assistance
Seniority: Manager level

Key Responsibilities

  • •Lead a WFM team as a people leader, providing coaching and feedback and building professional relationships.
  • •Review individual and team performance using performance reports/dashboards, observations, and system audit reports; manage underperformance using PIP when appropriate.
  • •Ensure real-time support availability by taking and managing escalated issues, maintaining team schedules, and handling unplanned absence in line with process.
  • •Analyze performance data across sources to observe CEG SLAs and provide insights for feedback and change suggestions; prepare and present team performance and challenges.
  • •Own and support omnichannel routing/routing configurations and collaborate with engineering/IT and other CEG teams (Operations Leadership and Management, CEG GSV, and related groups) to deliver WFM and CEG objectives.

Pay and Benefits

Perks:Relocation

Key Requirements

  • •6+ years of WFM experience in a contact center/technical environment.
  • •Deep hands-on experience designing and configuring omnichannel routing strategies (email, voice, chat/messaging) using platforms such as Amazon Connect, Genesys Cloud/PureCloud, or equivalent CCaaS/ACD systems.
  • •Build routing logic from the ground up, including skills-based routing, IVR/call flows, queues, priorities, and escalation paths aligned to complex business requirements.
  • •Strong understanding of contact center architecture (queues, agent skill profiles, SLAs, overflow/failover) and translating ambiguous needs into scalable technical routing designs.
  • •Intermediate+ computer literacy with strong Excel (and PowerPoint) skills; able to independently own routing setup documentation and work with engineering/IT teams to implement and troubleshoot configurations.
Experience:6+ years
Skills:CoachingFeedbackStakeholder managementProblem-solvingCommunicationPresentationKPI managementProcess improvementTime/workload managementListeningInfluencing
Tech Stack:Amazon ConnectGenesys CloudPureCloudCCaaSACD systemsSalesforceVerintNICEMS ExcelExcelPowerPoint

Eligibility

Work Authorization:Sponsorship available.

Company Brief

Agoda
Agoda operates a global online travel booking platform offering hotels, vacation rentals, flights, and other travel services. It provides price comparison, deals, and booking management for leisure and business travelers worldwide.
Industry: TravelTech
Company Size: Enterprise (1,001+ employees)
Growth: Established Company
Headquarters: Singapore, Singapore
Founded: 2005
Glassdoor
Glassdoor: 3.8
WebsiteLinkedIn