PURPOSE OF THE ROLE

The WFM Manager 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 Manager 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 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 WFM Manager 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

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