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Senior Associate WFM Manager - Forecasting (Bangkok, Kuala Lumpur, Gurgaon, Pune Based)

Kuala Lumpur, Pune or Gurgaon

About Agoda

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.  

 

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.

 

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.

About Agoda  

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.   

Get to Know our Team:  

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 in 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. 

The Opportunity: 

We are looking for a WFM Senior Associate Manager to support our growing CEG team. You will help manage the long-term forecasting, ensure strategic goals are met through forecast modeling, collaborative planning, and effective communication with various teams within CEG and other departments.

You also need to have good story telling abilities to be able to explain and drive conversations with senior leaders within CEG. 

ACTIVITIES PERFORMED ON THE JOB: 

  • Lead Planning and forecasting for one or more products in CEG and manage end-to-end interactions with Senior leadership, Operations, Finance, etc. 
  • Lead/participate in workforce management-related projects with various teams within and outside CEG. 
  • Develop forecasting models to predict voice contact volume and key call statistics, email volume, chat/Messaging, and future additional channels.
  • Review & communicate necessary real-time and proactive adjustments to the workforce plan based on changing/dynamic forecasts and re-forecast when necessary. 
  • Collaborate with other departments, team managers, and operations leaders to identify opportunities for improvement of resource utilization. 
  • Communicate and recommend actions related to forecasting and resource planning to CEG leadership team.  
  • Collaboration with wider WFM team and WFM Leadership team by providing input on decisions or updates and be open and constructive about what is not working well and how the group can improve. 

  

  

EXPECTATIONS - BEHAVIORS AND VALUES 

Behavior 

Definition 

Continuous improvement 

Regularly identifies improvement opportunities, quantify them, and follows through to measurable/demonstratable outcomes. Embraces both successes and failures to learn and maximize the benefit. 
Embraces and drives change, is open and supportive of improvement opportunities identified by others. 

Deliver better together 

Collaborates and engages with colleagues and broader Agoda teams to share ideas and learning and work together toward shared ambitions. 
Is respectful to colleagues, open to different perspectives /viewpoints, and positively contributes to discussions. 

Enable others` success 

Is committed to building and nurturing a culture of frequent feedback, coaching and career development.  
Provides clarity on accountabilities and goals and progress. 
Regularly takes the opportunity to connect and align teams and team members to the Agoda/CEG strategy, making these relevant and digestible 

  

COMPETENCIES REQUIRED 

Analytical Ability & Problem Solving 

Can visualize, articulate, conceptualize, or solve both complex and uncomplicated problems using the available data. 

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 

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

Listening and influencing 

Practices 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. 

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 

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. 

  

It’s Great If You Have: 

  • Strong Excel skills and beginner SQL skills. 
  • Experience in Python or R is good to have. 
  • Understanding of data visualization tools like Tableau. 

We welcome both local and international applications for this role.

New hires will be based in Kuala Lumpur, Pune or Gurgaon Only. Full visa sponsorship and relocation assistance available. 

 

Discover more about working at Agoda

 

Equal Opportunity Employer 

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.

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 privacy policy.

Disclaimer

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.

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