Workforce Management Real Time Analyst – Team Manager (Based in Kuala Lumpur)

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Kuala Lumpur, Malaysia

About Agoda 

Agoda is an online travel booking platform for accommodations, 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+ employees representing 90+ nationalities foster a work environment rich in diversity, creativity, and collaboration. We innovate through a culture of experimentation and ownership, enhancing the ability for 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 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:

The WFM Real Time Specialist Team Manager is a people leader role, responsible for the leadership of a team of WFM Real Time Specialists, enabling them to be successful and delivering against the prescribed KPIs.

The Team 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 Team 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 Team Manager is expected to be an SME in the Real-Time function, and have a workable knowledge of broader WFM concepts, to support the  team with challenges and capability and to adequately represent Real Time and WFM, to senior stakeholders.

In This Role, You’ll Get To:

  • Coaching and giving feedback:
    • Coaching and providing feedback to RTS (usually one-on-one) constructively and creatively to enable them to perform at their best
    • Review performance with RTS and team as a whole using performance
      reports/dashboards, observations, buddying and reviewing system audit reports.
    • Manage any RTS underperformance, using the Performance Improvement Plan (PIP) process where appropriate
  • People leadership:
    • Build healthy and professional relationships with team members establish and nurture a culture of open feedback, collaboration, encouragement, recognition, and delivery to high standards
    • Organize team building activities that will engage people into teamwork and create positive work environment
    • Ensure the team is well supported to perform their day to day activities, including:
      • ensuring appropriate real-time support is available taking and managing escalated issues
      • providing approvals as part of business process (e.g. absorption)
      • Ensure Team schedule is maintained to a high standard to provide Real-Time cover and manage team requests and unplanned absence, in line with process.
    • Provide clarity on performance vs targets, and any other team or group objectives,
    • Use reward & recognition as part of motivating the team
    • Conduct team meetings: sharing important information, updates, performance progress and broader company updates.
    • Ensure your team is connected to the company and WFM objectives and strategy
    • Be an example to the team through behavior, living up to the Agoda values and behavior standards expected of people leaders
    • Collaborate with other departments, working together to enable overall success (e.g. WFM teams, CEG Operations Teams, CEG Teach Team).
  • Reporting & data analysis:
    • Work with data from various sources to analyze and observe performance of CEG SLAs and gain insights as basis for feedback and change suggestions.
    • Prepare and present team performance data, challenges, and issues, ideas, and opportunities
  • Collaboration:
    • Collaborate with local WFM team:
      • On team performance: providing updates about the team, traffic, projects, concerns, challenges, and opportunities
      • 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
      • Stay up to date with products, news, goals, decisions, projects
    • Collaborate with other teams:
      • CEG Operations Leadership and Management
      • CEG Tech.
    • Personal Management:
      • Remain up to date with important company/team/department updates, requirements
      • Act in the best interests of the organization: ensuring we operate with absolute integrity and compliance with all legal obligations or compliance requirements
      • Be an active and constructive Agoda team member: Always being respectful to others and seeking to be better together.
      • Hold yourself to the standard you expect from others

What You’ll Need to Succeed:

  1. Experience in people management concepts such a coaching, development and performance management.
  2. Experience in workforce management, with working knowledge of the principles and processes involved in contact centre WFM.
  3. High level written & verbal language/communication skills, with fluency in MS Office applications (particularly excel).
  4. High level problem solving / analytical reasoning and relationship building skills
  5. High-level presentations skills, to provide insight, through communications, reports, updates and presentations.
  6. Have a good understanding of Contact Centre concepts and metrics including Contact centre efficiency and productivity metrics as well as customer service levels.

It’s Great If You Have:

  1. Working knowledge of Genesys (or other) CCaaS routing technology.
  2. Working knowledge of Verint Impact 360 Workforce Optimisation or other WFM / Scheduling software

We welcome both local and international applications for this role. Full visa sponsorship and relocation assistance available. 

#ANLS #4 #kualalumpur #london #singapore #manila #bangkok #amsterdam #shanghai

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.

To all recruitment agencies: Agoda does not accept third party resumes. Please do not send resumes to our jobs alias, Agoda employees or any other organization location. Agoda is not responsible for any fees related to unsolicited resumes.

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