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Workforce Management - Senior Associate Manager - Capacity (Kuala Lumpur, Gurgaon, Pune Based)

1 hour, 22 minutes ago
India, Thailand, Malaysia
Full-time
Senior
Operations Manager
Data Science and Analytics
Agile Metabase Python SQL
Apply Now
Agoda

Agoda

Agoda is an online travel agency that specializes in providing a vast selection of accommodation options worldwide, ensuring customers access to competitive pricing and a user-friendly booking experience.

Consumer Services
10K-50K
Founded 2005
View All Jobs 37

Description

  • Lead and develop a team of WFM Capacity Planners to achieve prescribed KPIs.
  • Provide coaching, feedback, encouragement, and support to help team members succeed.
  • Build a positive team culture through open communication, recognition, and clear performance expectations.
  • Monitor team performance against targets and guide specialists in problem-solving and decision-making.
  • Participate in capacity modelling activities and projects to improve forecast accuracy and related metrics.
  • Collaborate with internal stakeholders such as Analytics, Ops, and HR on WFM data design and metric tracking.
  • Recommend actions to maintain SLAs, identify process gaps through deep dives, and implement improvements.
  • Prepare and present team performance data, challenges, opportunities, and updates to stakeholders.
  • Partner with local WFM teams, GSV, and Operations on initiatives and projects.
  • Address underperformance through regular reviews and the Performance Improvement Plan process when needed.

Requirements

  • Good knowledge of WFM concepts.
  • Competency in analytical ability and problem solving.
  • Strong decision-making ability.
  • Effective verbal and written communication skills.
  • Ability to influence stakeholders and present information to diverse audiences.
  • Flexibility and agility in a dynamic environment.
  • Experience with KPI management and team-level KPI planning.
  • Experience with reporting, presentation, and time/workload management.
  • Nice to have: experience as a functional lead.
  • Nice to have: experience setting functional-level OKRs, presenting to Director-level stakeholders, or using SQL, Python, and Metabase.
  • Nice to have: project management qualifications such as Prince2 or Six Sigma.

Interested in this position?

Apply directly on the company website

Apply Now

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