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

Agoda

Gurgaon, Bangkok, Pune & Kuala Lumpur; Bangkok (One Bangkok Office); Gurgaon; Kuala Lumpur; Pune (AP81)-PNQ · Onsite · Unknown · Senior

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Description

<div class="content-intro"><p></p> <p><strong>About Agoda</strong></p> <p>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.  </p> <p> </p> <p>Today, we are part of Booking Holdings [NASDAQ: BKNG], with a diverse team of over 7,000 people from 90 countries, working together in offices around the globe. Every day, we connect people to destinations and experiences, with our great deals across our millions of hotels and holiday properties, flights, and experiences worldwide.</p> <p> </p> <p>No two days are the same at Agoda. Data and technology are at the heart of our culture, fueling our curiosity and innovation. If you’re ready to begin your best journey and help build travel for the world, join us.</p></div><p><strong><span data-contrast="auto">About Agoda</span></strong><span data-contrast="auto"> </span><span data-ccp-props="{"134233117":false,"134233118":false,"335559738":240,"335559739":240}"> </span></p> <p><span data-contrast="auto">Agoda is an online travel booking platform for accommodation, flights, and more. We build and deploy cutting edge technology that connects travelers with more than 2.5 million accommodations globally. Based in Asia and part of Booking Holdings, our 4,000+ talents coming from 90+ different nationalities foster a work environment rich in diversity, creativity, and collaboration. We innovate through a culture of experimentation and ownership, enabling our customers to experience the world.  </span><span data-ccp-props="{"134233117":false,"134233118":false,"335559738":240,"335559739":240}"> </span></p> <p><strong><span data-contrast="auto">Get to Know our Team:</span></strong><span data-contrast="auto"> </span><span data-ccp-props="{"134233117":false,"134233118":false,"335559738":240,"335559739":240}"> </span></p> <p><span data-contrast="auto">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.</span><span data-ccp-props="{"134233117":false,"134233118":false,"335559738":240,"335559739":240}"> </span></p> <p><span data-contrast="auto"> </span><span data-ccp-props="{"134233117":false,"134233118":false,"335559738":240,"335559739":240}"> </span></p> <p><strong><span data-contrast="auto">The Opportunity:</span></strong><span data-ccp-props="{"134233117":false,"134233118":false,"335559738":240,"335559739":240}"> </span></p> <p><span data-contrast="auto">The Senior Associate WFM Manager is a people leader in role, responsible for leading a WFM team, enabling them to be successful and delivering against the prescribed KPIs.</span><span data-ccp-props="{"134233117":false,"134233118":false,"335559738":240,"335559739":240}"> </span></p> <p><span data-contrast="auto">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.</span><span data-ccp-props="{"134233117":false,"134233118":false,"335559738":240,"335559739":240}"> </span></p> <p><span data-contrast="auto">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.</span><span data-ccp-props="{"134233117":false,"134233118":false,"335559738":240,"335559739":240}"> </span></p> <p><span data-contrast="auto">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.</span><span data-ccp-props="{"134233117":false,"134233118":false,"335559738":240,"335559739":240}"> </span></p> <p><span data-contrast="auto"> </span><span data-ccp-props="{"134233117":false,"134233118":false,"335559738":240,"335559739":240}"> </span></p> <p><strong><span data-contrast="auto">ACTIVITIES PERFORMED ON THE JOB:</span></strong><span data-ccp-props="{"134233117":false,"134233118":false,"335559738":240,"335559739":240}"> </span></p> <ul> <li data-leveltext="" data-font="Symbol" data-listid="1" data-list-defn-props="{"335552541":1,"335559685":720,"335559991":360,"469769226":"Symbol","469769242":[8226],"469777803":"left","469777804":"","469777815":"hybridMultilevel"}" data-aria-posinset="1" data-aria-level="1"><strong><span data-contrast="auto">Coaching and giving feedback:</span></strong><span data-contrast="auto"> </span><span data-ccp-props="{"134233117":false,"134233118":false,"335559738":0,"335559739":0}"> </span></li> </ul> <ul> <li data-leveltext="o" data-font="Courier New" data-listid="1" data-list-defn-props="{"335552541":1,"335559685":1440,"335559991":360,"469769226":"Courier New","469769242":[9675],"469777803":"left","469777804":"o","469777815":"hybridMultilevel"}" data-aria-posinset="1" data-aria-level="2"><span data-contrast="auto">Coaching and providing feedback within WFM (usually one-on-one) constructively and creatively, to enable colleagues to perform at their best.</span><span data-ccp-props="{"134233117":false,"134233118":false,"335559738":0,"335559739":0}"> </span></li> </ul> <ul> <li data-leveltext="o" data-font="Courier New" data-listid="1" data-list-defn-props="{"335552541":1,"335559685":1440,"335559991":360,"469769226":"Courier New","469769242":[9675],"469777803":"left","469777804":"o","469777815":"hybridMultilevel"}" data-aria-posinset="2" data-aria-level="2"><span data-contrast="auto">Review performance of individuals and team using performance reports/dashboards, observations, buddying, and reviewing system audit reports.</span><span data-ccp-props="{"134233117":false,"134233118":false,"335559738":0,"335559739":0}"> </span></li> </ul> <ul> <li data-leveltext="o" data-font="Courier New" data-listid="1" data-list-defn-props="{"335552541":1,"335559685":1440,"335559991":360,"469769226":"Courier New","469769242":[9675],"469777803":"left","469777804":"o","469777815":"hybridMultilevel"}" data-aria-posinset="3" data-aria-level="2"><span data-contrast="auto">Manage all underperformance, using the Performance Improvement Plan (PIP) process where appropriate.</span><span data-ccp-props="{"134233117":false,"134233118":false,"335559738":0,"335559739":0}"> </span></li> </ul> <ul> <li data-leveltext="" data-font="Symbol" data-listid="1" data-list-defn-props="{"335552541":1,"335559685":720,"335559991":360,"469769226":"Symbol","469769242":[8226],"469777803":"left","469777804":"","469777815":"hybridMultilevel"}" data-aria-posinset="2" data-aria-level="1"><strong><span data-contrast="auto">People leadership:</span></strong><span data-contrast="auto"> </span><span data-ccp-props="{"134233117":false,"134233118":false,"335559738":0,"335559739":0}"> </span></li> </ul> <ul> <li data-leveltext="o" data-font="Courier New" data-listid="1" data-list-defn-props="{"335552541":1,"335559685":1440,"335559991":360,"469769226":"Courier New","469769242":[9675],"469777803":"left","469777804":"o","469777815":"hybridMultilevel"}" data-aria-posinset="1" data-aria-level="2"><span data-contrast="auto">Build healthy and professional relationships with team members.</span><span data-ccp-props="{"134233117":false,"134233118":false,"335559738":0,"335559739":0}"> </span></li> </ul> <ul> <li data-leveltext="o" data-font="Courier New" data-listid="1" data-list-defn-props="{"335552541":1,"335559685":1440,"335559991":360,"469769226":"Courier New","469769242":[9675],"469777803":"left","469777804":"o","469777815":"hybridMultilevel"}" data-aria-posinset="2" data-aria-level="2"><span data-contrast="auto">Establish and nurture a culture of performance excellence, open feedback, collaboration, recognition, and quality delivery of outcomes.</span><span data-ccp-props="{"134233117":false,"134233118":false,"335559738":0,"335559739":0}"> </span></li> </ul> <ul> <li data-leveltext="o" data-font="Courier New" data-listid="1" data-list-defn-props="{"335552541":1,"335559685":1440,"335559991":360,"469769226":"Courier New","469769242":[9675],"469777803":"left","469777804":"o","469777815":"hybridMultilevel"}" data-aria-posinset="3" data-aria-level="2"><span data-contrast="auto">Organize team building activities that will engage people in teamwork and create a positive work environment.</span><span data-ccp-props="{"134233117":false,"134233118":false,"335559738":0,"335559739":0}"> </span></li> </ul> <ul> <li data-leveltext="o" data-font="Courier New" data-listid="1" data-list-defn-props="{"335552541":1,"335559685":1440,"335559991":360,"469769226":"Courier New","469769242":[9675],"469777803":"left","469777804":"o","469777815":"hybridMultilevel"}" data-aria-posinset="4" data-aria-level="2"><span data-contrast="auto">Ensure the team is well supported to perform their day-to-day activities, including: </span><span data-ccp-props="{"134233117":false,"134233118":false,"335559738":0,"335559739":0}"> </span></li> </ul> <ul> <li data-leveltext="" data-font="Wingdings" data-listid="1" data-list-defn-props="{"335552541":1,"335559685":2160,"335559991":360,"469769226":"Wingdings","469769242":[9642],"469777803":"left","469777804":"","469777815":"hybridMultilevel"}" data-aria-posinset="1" data-aria-level="3"><span data-contrast="auto">ensuring appropriate real-time support is available, taking and managing escalated issues.</span><span data-ccp-props="{"134233117":false,"134233118":false,"335559738":0,"335559739":0}"> </span></li> </ul> <ul> <li data-leveltext="" data-font="Wingdings" data-listid="1" data-list-defn-props="{"335552541":1,"335559685":2160,"335559991":360,"469769226":"Wingdings","469769242":[9642],"469777803":"left","469777804":"","469777815":"hybridMultilevel"}" data-aria-posinset="2" data-aria-level="3"><span data-contrast="auto">Providing approvals as part of the business process (e.g. absorption).</span><span data-ccp-props="{"134233117":false,"134233118":false,"335559738":0,"335559739":0}"> </span></li> </ul> <ul> <li data-leveltext="" data-font="Wingdings" data-listid="1" data-list-defn-props="{"335552541":1,"335559685":2160,"335559991":360,"469769226":"Wingdings","469769242":[9642],"469777803":"left","469777804":"","469777815":"hybridMultilevel"}" data-aria-posinset="3" data-aria-level="3"><span data-contrast="auto">Ensure team schedule is maintained to a high standard to provide stakeholder support and manage team requests and unplanned absence, in line with process.</span><span data-ccp-props="{"134233117":false,"134233118":false,"335559738":0,"335559739":0}"> </span></li> </ul> <ul> <li data-leveltext="o" data-font="Courier New" data-listid="1" data-list-defn-props="{"335552541":1,"335559685":1440,"335559991":360,"469769226":"Courier New","469769242":[9675],"469777803":"left","469777804":"o","469777815":"hybridMultilevel"}" data-aria-posinset="5" data-aria-level="2"><span data-contrast="auto">Provide clarity on performance vs targets, and any other team or group objectives.</span><span data-ccp-props="{"134233117":false,"134233118":false,"335559738":0,"335559739":0}"> </span></li> </ul> <ul> <li data-leveltext="o" data-font="Courier New" data-listid="1" data-list-defn-props="{"335552541":1,"335559685":1440,"335559991":360,"469769226":"Courier New","469769242":[9675],"469777803":"left","469777804":"o","469777815":"hybridMultilevel"}" data-aria-posinset="6" data-aria-level="2"><span data-contrast="auto">Use reward and recognition as part of motivating the team.</span><span data-ccp-props="{"134233117":false,"134233118":false,"335559738":0,"335559739":0}"> </span></li> </ul> <ul> <li data-leveltext="o" data-font="Courier New" data-listid="1" data-list-defn-props="{"335552541":1,"335559685":1440,"335559991":360,"469769226":"Courier New","469769242":[9675],"469777803":"left","469777804":"o","469777815":"hybridMultilevel"}" data-aria-posinset="7" data-aria-level="2"><span data-contrast="auto">Conduct team meetings: sharing important information, updates, performance progress, and broader company updates.</span><span data-ccp-props="{"134233117":false,"134233118":false,"335559738":0,"335559739":0}"> </span></li> </ul> <ul> <li data-leveltext="o" data-font="Courier New" data-listid="1" data-list-defn-props="{"335552541":1,"335559685":1440,"335559991":360,"469769226":"Courier New","469769242":[9675],"469777803":"left","469777804":"o","469777815":"hybridMultilevel"}" data-aria-posinset="8" data-aria-level="2"><span data-contrast="auto">Ensure your team is connected to the company's WFM objectives and strategy.</span><span data-ccp-props="{"134233117":false,"134233118":false,"335559738":0,"335559739":0}"> </span></li> </ul> <ul> <li data-leveltext="o" data-font="Courier New" data-listid="1" data-list-defn-props="{"335552541":1,"335559685":1440,"335559991":360,"469769226":"Courier New","469769242":[9675],"469777803":"left","469777804":"o","469777815":"hybridMultilevel"}" data-aria-posinset="9" data-aria-level="2"><span data-contrast="auto">Be an example to the team through behavior, living up to the Agoda values and behavior standards expected of people leaders.</span><span data-ccp-props="{"134233117":false,"134233118":false,"335559738":0,"335559739":0}"> </span></li> </ul> <ul> <li data-leveltext="o" data-font="Courier New" data-listid="1" data-list-defn-props="{"335552541":1,"335559685":1440,"335559991":360,"469769226":"Courier New","469769242":[9675],"469777803":"left","469777804":"o","469777815":"hybridMultilevel"}" data-aria-posinset="10" data-aria-level="2"><span data-contrast="auto">Collaborate with other departments, working together to enable overall success (e.g. WFM teams, CEG Operations Teams, CEG Teach Team).</span><span data-ccp-props="{"134233117":false,"134233118":false,"335559738":0,"335559739":0}"> </span></li> </ul> <ul> <li data-leveltext="" data-font="Symbol" data-listid="1" data-list-defn-props="{"335552541":1,"335559685":720,"335559991":360,"469769226":"Symbol","469769242":[8226],"469777803":"left","469777804":"","469777815":"hybridMultilevel"}" data-aria-posinset="3" data-aria-level="1"><strong><span data-contrast="auto">Reporting & data analysis:</span></strong><span data-contrast="auto"> </span><span data-ccp-props="{"134233117":false,"134233118":false,"335559738":0,"335559739":0}"> </span></li> </ul> <ul> <li data-leveltext="o" data-font="Courier New" data-listid="1" data-list-defn-props="{"335552541":1,"335559685":1440,"335559991":360,"469769226":"Courier New","469769242":[9675],"469777803":"left","469777804":"o","469777815":"hybridMultilevel"}" data-aria-posinset="1" data-aria-level="2"><span data-contrast="auto">Work with data from various sources to analyze and observe performance of CEG SLAs and gain insights as a basis for feedback and change suggestions.</span><span data-ccp-props="{"134233117":false,"134233118":false,"335559738":0,"335559739":0}"> </span></li> </ul> <ul> <li data-leveltext="o" data-font="Courier New" data-listid="1" data-list-defn-props="{"335552541":1,"335559685":1440,"335559991":360,"469769226":"Courier New","469769242":[9675],"469777803":"left","469777804":"o","469777815":"hybridMultilevel"}" data-aria-posinset="2" data-aria-level="2"><span data-contrast="auto">Prepare and present team performance data, challenges, issues, ideas, and opportunities.</span><span data-ccp-props="{"134233117":false,"134233118":false,"335559738":0,"335559739":0}"> </span></li> </ul> <ul> <li data-leveltext="" data-font="Symbol" data-listid="1" data-list-defn-props="{"335552541":1,"335559685":720,"335559991":360,"469769226":"Symbol","469769242":[8226],"469777803":"left","469777804":"","469777815":"hybridMultilevel"}" data-aria-posinset="4" data-aria-level="1"><strong><span data-contrast="auto">Collaboration:</span></strong><span data-contrast="auto"> </span><span data-ccp-props="{"134233117":false,"134233118":false,"335559738":0,"335559739":0}"> </span></li> </ul> <ul> <li data-leveltext="o" data-font="Courier New" data-listid="1" data-list-defn-props="{"335552541":1,"335559685":1440,"335559991":360,"469769226":"Courier New","469769242":[9675],"469777803":"left","469777804":"o","469777815":"hybridMultilevel"}" data-aria-posinset="1" data-aria-level="2"><span data-contrast="auto">Collaborate with local WFM team: </span><span data-ccp-props="{"134233117":false,"134233118":false,"335559738":0,"335559739":0}"> </span></li> </ul> <ul> <li data-leveltext="" data-font="Wingdings" data-listid="1" data-list-defn-props="{"335552541":1,"335559685":2160,"335559991":360,"469769226":"Wingdings","469769242":[9642],"469777803":"left","469777804":"","469777815":"hybridMultilevel"}" data-aria-posinset="1" data-aria-level="3"><span data-contrast="auto">On team performance: providing updates about the team, traffic, projects, concerns, challenges, and opportunities.</span><span data-ccp-props="{"134233117":false,"134233118":false,"335559738":0,"335559739":0}"> </span></li> </ul> <ul> <li data-leveltext="" data-font="Wingdings" data-listid="1" data-list-defn-props="{"335552541":1,"335559685":2160,"335559991":360,"469769226":"Wingdings","469769242":[9642],"469777803":"left","469777804":"","469777815":"hybridMultilevel"}" data-aria-posinset="2" data-aria-level="3"><span data-contrast="auto">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.</span><span data-ccp-props="{"134233117":false,"134233118":false,"335559738":0,"335559739":0}"> </span></li> </ul> <ul> <li data-leveltext="" data-font="Wingdings" data-listid="1" data-list-defn-props="{"335552541":1,"335559685":2160,"335559991":360,"469769226":"Wingdings","469769242":[9642],"469777803":"left","469777804":"","469777815":"hybridMultilevel"}" data-aria-posinset="3" data-aria-level="3"><span data-contrast="auto">Stay up to date with products, news, goals, decisions, projects.</span><span data-ccp-props="{"134233117":false,"134233118":false,"335559738":0,"335559739":0}"> </span></li> </ul> <ul> <li data-leveltext="o" data-font="Courier New" data-listid="1" data-list-defn-props="{"335552541":1,"335559685":1440,"335559991":360,"469769226":"Courier New","469769242":[9675],"469777803":"left","469777804":"o","469777815":"hybridMultilevel"}" data-aria-posinset="2" data-aria-level="2"><span data-contrast="auto">Collaborate with other teams: </span><span data-ccp-props="{"134233117":false,"134233118":false,"335559738":0,"335559739":0}"> </span></li> </ul> <ul> <li data-leveltext="" data-font="Wingdings" data-listid="1" data-list-defn-props="{"335552541":1,"335559685":2160,"335559991":360,"469769226":"Wingdings","469769242":[9642],"469777803":"left","469777804":"","469777815":"hybridMultilevel"}" data-aria-posinset="1" data-aria-level="3"><span data-contrast="auto">CEG Operations Leadership and Management.</span><span data-ccp-props="{"134233117":false,"134233118":false,"335559738":0,"335559739":0}"> </span></li> </ul> <ul> <li data-leveltext="" data-font="Wingdings" data-listid="1" data-list-defn-props="{"335552541":1,"335559685":2160,"335559991":360,"469769226":"Wingdings","469769242":[9642],"469777803":"left","469777804":"","469777815":"hybridMultilevel"}" data-aria-posinset="2" data-aria-level="3"><span data-contrast="auto">CEG GSV.</span><span data-ccp-props="{"134233117":false,"134233118":false,"335559738":0,"335559739":0}"> </span></li> </ul> <ul> <li data-leveltext="o" data-font="Courier New" data-listid="1" data-list-defn-props="{"335552541":1,"335559685":1440,"335559991":360,"469769226":"Courier New","469769242":[9675],"469777803":"left","469777804":"o","469777815":"hybridMultilevel"}" data-aria-posinset="3" data-aria-level="2"><strong><span data-contrast="auto">Personal Management:</span></strong><span data-contrast="auto"> </span><span data-ccp-props="{"134233117":false,"134233118":false,"335559738":0,"335559739":0}"> </span></li> </ul> <ul> <li data-leveltext="" data-font="Wingdings" data-listid="1" data-list-defn-props="{"335552541":1,"335559685":2160,"335559991":360,"469769226":"Wingdings","469769242":[9642],"469777803":"left","469777804":"","469777815":"hybridMultilevel"}" data-aria-posinset="1" data-aria-level="3"><span data-contrast="auto">Remain up to date with important company/team/department updates, requirements.</span><span data-ccp-props="{"134233117":false,"134233118":false,"335559738":0,"335559739":0}"> </span></li> </ul> <ul> <li data-leveltext="" data-font="Wingdings" data-listid="1" data-list-defn-props="{"335552541":1,"335559685":2160,"335559991":360,"469769226":"Wingdings","469769242":[9642],"469777803":"left","469777804":"","469777815":"hybridMultilevel"}" data-aria-posinset="2" data-aria-level="3"><span data-contrast="auto">Act in the best interests of the organization: ensuring that we operate with absolute integrity and compliance with all legal obligations or compliance requirements.</span><span data-ccp-props="{"134233117":false,"134233118":false,"335559738":0,"335559739":0}"> </span></li> </ul> <ul> <li data-leveltext="" data-font="Wingdings" data-listid="1" data-list-defn-props="{"335552541":1,"335559685":2160,"335559991":360,"469769226":"Wingdings","469769242":[9642],"469777803":"left","469777804":"","469777815":"hybridMultilevel"}" data-aria-posinset="3" data-aria-level="3"><span data-contrast="auto">Be an active and constructive Agoda team member: Always being respectful to others and seeking to be better together.</span><span data-ccp-props="{"134233117":false,"134233118":false,"335559738":0,"335559739":0}"> </span></li> </ul> <ul> <li data-leveltext="" data-font="Wingdings" data-listid="1" data-list-defn-props="{"335552541":1,"335559685":2160,"335559991":360,"469769226":"Wingdings","469769242":[9642],"469777803":"left","469777804":"","469777815":"hybridMultilevel"}" data-aria-posinset="4" data-aria-level="3"><span data-contrast="auto">Aim to understand, then meet and exceed the expectations agreed with your manager.</span><span data-ccp-props="{"134233117":false,"134233118":false,"335559738":0,"335559739":0}"> </span></li> </ul> <p><strong><span data-contrast="auto"> </span></strong><span data-ccp-props="{"134233117":false,"134233118":false,"335559738":240,"335559739":240}"> </span></p> <p><strong><span data-contrast="auto">EXPECTATIONS - BEHAVIORS AND VALUES</span></strong><span data-ccp-props="{"134233117":false,"134233118":false,"335559738":240,"335559739":240}"> </span></p> <table data-tablestyle="MsoTableGrid" data-tablelook="1696"> <tbody> <tr> <td data-celllook="4097"> <p><strong><span data-contrast="auto">Behavior</span></strong><span data-ccp-props="{"134233117":false,"134233118":false,"335559738":240,"335559739":240}"> </span></p> </td> <td data-celllook="17"> <p><strong><span data-contrast="auto">Definition</span></strong><span data-ccp-props="{"134233117":false,"134233118":false,"335559738":240,"335559739":240}"> </span></p> </td> </tr> <tr> <td data-celllook="4096"> <p><strong><em><span data-contrast="auto">Continuous improvement</span></em></strong><span data-ccp-props="{"134233117":false,"134233118":false,"335559738":240,"335559739":240}"> </span></p> </td> <td data-celllook="16"> <p><span data-contrast="auto">Regularly identify improvement opportunities, quantify them, and follow through to measurable/demonstratable outcomes. Embraces both successes and failures to learn and maximize the benefits.</span> <br><span data-contrast="auto">Embraces and drives change, is open and supportive of improvement opportunities identified by others.</span><span data-ccp-props="{"134233117":false,"134233118":false,"335559738":240,"335559739":240}"> </span></p> </td> </tr> <tr> <td data-celllook="4096"> <p><strong><em><span data-contrast="auto">Deliver better together</span></em></strong><span data-ccp-props="{"134233117":false,"134233118":false,"335559738":240,"335559739":240}"> </span></p> </td> <td data-celllook="16"> <p><span data-contrast="auto">Collaborates and engages with colleagues and broader Agoda teams to share ideas and learn and work together toward shared ambitions. </span> <br><span data-contrast="auto">Is respectful to colleagues, open to different perspectives /viewpoints, and positively contributes to discussions.</span><span data-ccp-props="{"134233117":false,"134233118":false,"335559738":240,"335559739":240}"> </span></p> </td> </tr> <tr> <td data-celllook="4352"> <p><strong><em><span data-contrast="auto">Enable others` success</span></em></strong><span data-ccp-props="{"134233117":false,"134233118":false,"335559738":240,"335559739":240}"> </span></p> </td> <td data-celllook="272"> <p><span data-contrast="auto">Is committed to building and nurturing a culture of frequent feedback, coaching and career development.  </span> <br><span data-contrast="auto">Provides clarity on accountability, goals, and progress.</span> <br><span data-contrast="auto">Regularly takes the opportunity to connect and align teams and team members to the Agoda/CEG strategy, making these relevant and digestible.</span><span data-ccp-props="{"134233117":false,"134233118":false,"335559738":240,"335559739":240}"> </span></p> </td> </tr> </tbody> </table> <p><strong><span data-contrast="auto"> </span></strong><span data-ccp-props="{"134233117":false,"134233118":false,"335559738":240,"335559739":240}"> </span></p> <p><strong><span data-contrast="auto">COMPETENCIES REQUIRED</span></strong><span data-ccp-props="{"134233117":false,"134233118":false,"335559738":240,"335559739":240}"> </span></p> <table data-tablestyle="MsoTableGrid" data-tablelook="1696"> <tbody> <tr> <td data-celllook="4097"> <p><strong><span data-contrast="auto">Analytical Ability & Problem Solving</span></strong><span data-ccp-props="{"134233117":false,"134233118":false,"335559738":240,"335559739":240}"> </span></p> </td> <td data-celllook="17"> <p><span data-contrast="auto">Can visualise, articulate, conceptualise, or solve both complex and uncomplicated problems using the data available.</span><span data-ccp-props="{"134233117":false,"134233118":false,"335559738":240,"335559739":240}"> </span></p> </td> </tr> <tr> <td data-celllook="4096"> <p><strong><span data-contrast="auto">Decision making ability</span></strong><span data-ccp-props="{"134233117":false,"134233118":false,"335559738":240,"335559739":240}"> </span></p> </td> <td data-celllook="16"> <p><span data-contrast="auto">Set a course of action purposely chosen from different alternatives to achieve company objectives.</span><span data-ccp-props="{"134233117":false,"134233118":false,"335559738":240,"335559739":240}"> </span></p> </td> </tr> <tr> <td data-celllook="4096"> <p><strong><span data-contrast="auto">Effective communication </span></strong><span data-contrast="auto">(Verbal and written)</span><span data-ccp-props="{"134233117":false,"134233118":false,"335559738":240,"335559739":240}"> </span></p> </td> <td data-celllook="16"> <p><span data-contrast="auto">Delivers, receives, and interprets ideas and information, presents information appropriately to a diverse range of audiences, and influences partner decisions Excel/Power Point Skills</span><span data-ccp-props="{"134233117":false,"134233118":false,"335559738":240,"335559739":240}"> </span></p> </td> </tr> <tr> <td data-celllook="4096"> <p><strong><span data-contrast="auto">Flexibility and Agility</span></strong><span data-ccp-props="{"134233117":false,"134233118":false,"335559738":240,"335559739":240}"> </span></p> </td> <td data-celllook="16"> <p><span data-contrast="auto">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.</span><span data-ccp-props="{"134233117":false,"134233118":false,"335559738":240,"335559739":240}"> </span></p> </td> </tr> <tr> <td data-celllook="4096"> <p><strong><span data-contrast="auto">KPI management</span></strong><span data-ccp-props="{"134233117":false,"134233118":false,"335559738":240,"335559739":240}"> </span></p> </td> <td data-celllook="16"> <p><span data-contrast="auto">Create and execute a KPI plan designed to help achieve and evaluate success in reaching the company's goals.</span><span data-ccp-props="{"134233117":false,"134233118":false,"335559738":240,"335559739":240}"> </span></p> </td> </tr> <tr> <td data-celllook="4096"> <p><strong><span data-contrast="auto">Listening and influencing</span></strong><span data-ccp-props="{"134233117":false,"134233118":false,"335559738":240,"335559739":240}"> </span></p> </td> <td data-celllook="16"> <p><span data-contrast="auto">Practice attentive and active listening. Can influence strategies that persuade key stakeholders to take action that will promote shared interests and business goals.</span><span data-ccp-props="{"134233117":false,"134233118":false,"335559738":240,"335559739":240}"> </span></p> </td> </tr> <tr> <td data-celllook="4096"> <p><strong><span data-contrast="auto">Process Improvement</span></strong><span data-ccp-props="{"134233117":false,"134233118":false,"335559738":240,"335559739":240}"> </span></p> </td> <td data-celllook="16"> <p><span data-contrast="auto">Organise, evaluate, plan, and implement improvements in our internal and external processes and practices. Actively work on creating better processes once changes take place.</span><span data-ccp-props="{"134233117":false,"134233118":false,"335559738":240,"335559739":240}"> </span></p> </td> </tr> <tr> <td data-celllook="4096"> <p><strong><span data-contrast="auto">Reporting</span></strong><span data-ccp-props="{"134233117":false,"134233118":false,"335559738":240,"335559739":240}"> </span></p> </td> <td data-celllook="16"> <p><span data-contrast="auto"> Be able to confidently give a written account of business metrics, projects, and team performance based on data, observations, or investigations.</span><span data-ccp-props="{"134233117":false,"134233118":false,"335559738":240,"335559739":240}"> </span></p> </td> </tr> <tr> <td data-celllook="4096"> <p><strong><span data-contrast="auto">Result driven</span></strong><span data-ccp-props="{"134233117":false,"134233118":false,"335559738":240,"335559739":240}"> </span></p> </td> <td data-celllook="16"> <p><span data-contrast="auto">Driving high standards to accomplish challenging goals. Works hard to achieve them.</span><span data-ccp-props="{"134233117":false,"134233118":false,"335559738":240,"335559739":240}"> </span></p> </td> </tr> <tr> <td data-celllook="4096"> <p><strong><span data-contrast="auto">Time / workload management & prioritization</span></strong><span data-ccp-props="{"134233117":false,"134233118":false,"335559738":240,"335559739":240}"> </span></p> </td> <td data-celllook="16"> <p><span data-contrast="auto">Creating a work environment where tasks and responsibilities are accomplished successfully within the time available.</span><span data-ccp-props="{"134233117":false,"134233118":false,"335559738":240,"335559739":240}"> </span></p> </td> </tr> <tr> <td data-celllook="4096"> <p><strong><span data-contrast="auto">Coaching</span></strong><span data-ccp-props="{"134233117":false,"134233118":false,"335559738":240,"335559739":240}"> </span></p> </td> <td data-celllook="16"> <p><span data-contrast="auto">Support and develop team members to achieve a specific personal and professional goal by guiding and training.</span><span data-ccp-props="{"134233117":false,"134233118":false,"335559738":240,"335559739":240}"> </span></p> </td> </tr> <tr> <td data-celllook="4096"> <p><strong><span data-contrast="auto">Develop and Manage team</span></strong><span data-ccp-props="{"134233117":false,"134233118":false,"335559738":240,"335559739":240}"> </span></p> </td> <td data-celllook="16"> <p><span data-contrast="auto">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.</span><span data-ccp-props="{"134233117":false,"134233118":false,"335559738":240,"335559739":240}"> </span></p> </td> </tr> <tr> <td data-celllook="4096"> <p><strong><span data-contrast="auto">Operational Planning & Coordination</span></strong><span data-ccp-props="{"134233117":false,"134233118":false,"335559738":240,"335559739":240}"> </span></p> </td> <td data-celllook="16"> <p><span data-contrast="auto">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</span><span data-ccp-props="{"134233117":false,"134233118":false,"335559738":240,"335559739":240}"> </span></p> </td> </tr> <tr> <td data-celllook="4096"> <p><strong><span data-contrast="auto">People training</span></strong><span data-ccp-props="{"134233117":false,"134233118":false,"335559738":240,"335559739":240}"> </span></p> </td> <td data-celllook="16"> <p><span data-contrast="auto">Identify training needs, create, and develop training to help team members with specific knowledge or skills to improve performance in their current roles.</span><span data-ccp-props="{"134233117":false,"134233118":false,"335559738":240,"335559739":240}"> </span></p> </td> </tr> <tr> <td data-celllook="4096"> <p><strong><span data-contrast="auto">Presentation</span></strong><span data-ccp-props="{"134233117":false,"134233118":false,"335559738":240,"335559739":240}"> </span></p> </td> <td data-celllook="16"> <p><span data-contrast="auto">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.</span><span data-ccp-props="{"134233117":false,"134233118":false,"335559738":240,"335559739":240}"> </span></p> </td> </tr> <tr> <td data-celllook="4352"> <p><strong><span data-contrast="auto">Team level KPI management</span></strong><span data-ccp-props="{"134233117":false,"134233118":false,"335559738":240,"335559739":240}"> </span></p> </td> <td data-celllook="272"> <p><span data-contrast="auto">Create and execute a team KPI plan designed to help achieve and evaluate success in reaching the company goals.</span><span data-ccp-props="{"134233117":false,"134233118":false,"335559738":240,"335559739":240}"> </span></p> </td> </tr> </tbody> </table> <p><span data-contrast="auto"> </span><span data-ccp-props="{"134233117":false,"134233118":false,"335559738":240,"335559739":240}"> </span></p> <p><strong><span data-contrast="auto">Qualifications, Experience and Trainings required:</span></strong><span data-ccp-props="{"134233117":false,"134233118":false,"335559738":240,"335559739":240}"> </span></p> <table data-tablestyle="MsoTableGrid" data-tablelook="1696"> <tbody> <tr> <td data-celllook="4097"> <p><strong><span data-contrast="auto">Qualifications</span></strong><span data-ccp-props="{"134233117":false,"134233118":false,"335559738":240,"335559739":240}"> </span></p> </td> <td data-celllook="17"> <p><span data-contrast="auto">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.</span><span data-ccp-props="{"134233117":false,"134233118":false,"335559738":240,"335559739":240}"> </span></p> </td> </tr> <tr> <td data-celllook="4096"> <p><strong><span data-contrast="auto">Experience</span></strong><span data-ccp-props="{"134233117":false,"134233118":false,"335559738":240,"335559739":240}"> </span></p> </td> <td data-celllook="16"> <p><span data-contrast="auto">6+ years of</span><span data-contrast="auto"> WFM experience</span></p> <p><span data-contrast="auto">Experience in coaching and developing, in a technical environment.</span><span data-ccp-props="{"134233117":false,"134233118":false,"335559738":240,"335559739":240}"> </span></p> <p><span data-contrast="auto">Experience in delivering high-level business objectives or initiatives.</span><span data-ccp-props="{"134233117":false,"134233118":false,"335559738":240,"335559739":240}"> </span></p> </td> </tr> <tr> <td data-celllook="4352"> <p><strong><span data-contrast="auto">Trainings</span></strong><span data-ccp-props="{"134233117":false,"134233118":false,"335559738":240,"335559739":240}"> </span></p> </td> <td data-celllook="272"> <p><span data-contrast="auto">OJT, WFM onboarding, RT Onboarding</span><span data-ccp-props="{"134233117":false,"134233118":false,"335559738":240,"335559739":240}"> </span></p> </td> </tr> </tbody> </table> <p><span data-ccp-props="{"134233117":false,"134233118":false,"335551550":0,"335551620":0,"335559685":0,"335559738":0,"335559739":0}"> </span></p> <p><strong><span data-contrast="auto">Must have:</span></strong><span data-ccp-props="{"134233117":false,"134233118":false,"335551550":0,"335551620":0,"335559685":0,"335559738":0,"335559739":0}"> </span></p> <ul> <li data-leveltext="" data-font="Symbol" data-listid="2" data-list-defn-props="{"335552541":1,"335559683":0,"335559684":-2,"335559685":720,"335559991":360,"469769226":"Symbol","469769242":[8226],"469777803":"left","469777804":"","469777815":"hybridMultilevel"}" data-aria-posinset="1" data-aria-level="1"><span data-contrast="auto">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.</span><span data-ccp-props="{"134233117":false,"134233118":false,"335551550":0,"335551620":0,"335559738":0,"335559739":0}"> </span></li> </ul> <ul> <li data-leveltext="" data-font="Symbol" data-listid="2" data-list-defn-props="{"335552541":1,"335559683":0,"335559684":-2,"335559685":720,"335559991":360,"469769226":"Symbol","469769242":[8226],"469777803":"left","469777804":"","469777815":"hybridMultilevel"}" data-aria-posinset="2" data-aria-level="1"><span data-contrast="auto">Proven ability to build routing logic from the ground up — including skills-based routing, IVR/call flows, queues, priorities, and escalation paths — based on complex, nuanced business requirements.</span><span data-ccp-props="{"134233117":false,"134233118":false,"335551550":0,"335551620":0,"335559738":0,"335559739":0}"> </span></li> </ul> <ul> <li data-leveltext="" data-font="Symbol" data-listid="2" data-list-defn-props="{"335552541":1,"335559683":0,"335559684":-2,"335559685":720,"335559991":360,"469769226":"Symbol","469769242":[8226],"469777803":"left","469777804":"","469777815":"hybridMultilevel"}" data-aria-posinset="3" data-aria-level="1"><span data-contrast="auto">Strong understanding of contact center architecture (queues, agent skill profiles, SLAs, overflow/failover logic) and how to translate ambiguous business needs into scalable, technical routing designs.</span><span data-ccp-props="{"134233117":false,"134233118":false,"335551550":0,"335551620":0,"335559738":0,"335559739":0}"> </span></li> </ul> <ul> <li data-leveltext="" data-font="Symbol" data-listid="2" data-list-defn-props="{"335552541":1,"335559683":0,"335559684":-2,"335559685":720,"335559991":360,"469769226":"Symbol","469769242":[8226],"469777803":"left","469777804":"","469777815":"hybridMultilevel"}" data-aria-posinset="4" data-aria-level="1"><span data-contrast="auto">Experience integrating routing platforms with CRM/WFM/reporting tools (e.g., Salesforce, Verint, NICE) is a plus.</span><span data-ccp-props="{"134233117":false,"134233118":false,"335551550":0,"335551620":0,"335559738":0,"335559739":0}"> </span></li> </ul> <ul> <li data-leveltext="" data-font="Symbol" data-listid="2" data-list-defn-props="{"335552541":1,"335559683":0,"335559684":-2,"335559685":720,"335559991":360,"469769226":"Symbol","469769242":[8226],"469777803":"left","469777804":"","469777815":"hybridMultilevel"}" data-aria-posinset="5" data-aria-level="1"><span data-contrast="auto">Comfortable working directly with engineering/IT teams to implement and troubleshoot routing configurations, and able to independently own technical documentation of routing setups.</span><span data-ccp-props="{"134233117":false,"134233118":false,"335551550":0,"335551620":0,"335559738":0,"335559739":0}"><br></span></li> </ul> <p><span data-contrast="auto">We welcome both local and international applications for this role. Full visa sponsorship and relocation assistance available.</span><span data-ccp-props="{"134233117":false,"134233118":false,"335559738":240,"335559739":240}"> </span></p><div class="content-conclusion"><p> </p> <h4> </h4> <h4><span class="font-semibold" data-streamdown="strong">Please review our Hiring Process Guidelines before your interview — click <a href="https://careersatagoda.com/interview/"><span style="text-decoration: underline;">here</span> </a>to learn how interviewing at Agoda works.</span></h4> <p> </p> <p> </p> <h3><strong>Discover more about working at Agoda</strong></h3> <ul> <li>Agoda Careers <a href="https://careersatagoda.com/">https://careersatagoda.com</a></li> <li>Facebook <a href="https://www.facebook.com/agodacareers/">https://www.facebook.com/agodacareers/</a></li> <li>LinkedIn <a href="https://www.linkedin.com/company/agoda">https://www.linkedin.com/company/agoda</a></li> <li>YouTube <a href="https://www.youtube.com/agodalife">https://www.youtube.com/agodalife</a></li> </ul> <p> </p> <p><strong>Equal Opportunity Employer </strong></p> <p>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.</p> <p>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 <a href="https://careersatagoda.com/privacy-statement" target="_blank">privacy policy</a>.</p> <p><strong>Disclaimer</strong></p> <p>We do not accept any terms or conditions, nor do we recognize any agency’s representation of a candidate, from unsolicited third-party or agency submissions. If we receive unsolicited or speculative CVs, we reserve the right to contact and hire the candidate directly without any obligation to pay a recruitment fee.</p></div>

Source: Agoda · Posted 17 days ago · First seen 2026-09-03