Senior Manager, WFM (Bangkok Based | Relocation provided)

ACTIVITIES PERFORMED ON THE JOB

• Team Leadership:
• Provide leadership and mentorship to the workforce management team, fostering a culture of high performance, professional growth, and continuous learning
• Cross-Functional Collaboration:
• Work closely with other departments to ensure workforce management practices are integrated with broader business strategies
• Engage with senior management and other key stakeholders to align workforce management strategies with business objectives and service level agreements
• Stakeholder Engagement:
• Collaborate with key stakeholders, including senior management, to ensure workforce management strategies align with business objectives and service level agreements
• Strategic Planning:
• Develop and implement a comprehensive workforce management strategy that aligns with the company’s goals and supports the contact center’s operational needs
• Performance Metrics:
• Establish and monitor key performance indicators (KPIs) to evaluate the effectiveness of workforce management strategies and drive continuous improvement
• Innovation and Improvement:
• Lead initiatives to optimize workforce management processes, incorporating best practices and innovative solutions to enhance efficiency and effectiveness
• Technology Integration:
• Leverage advanced workforce management tools and technologies to improve forecasting accuracy and operational efficiency
• Risk Management and Compliance
• Risk Assessment: Identify and mitigate risks related to workforce management, ensuring compliance with company policies and industry regulations
• Contingency Planning: Develop and implement contingency plans to address potential disruptions in workforce operations

NICE TO HAVE:

• Experience being a functional lead
• Experience managing managers
• Experience in setting functional level OKRs
• Experience in presenting to Director-level stakeholders
• Project Management qualifications (e.g. Prince or SixSigma)

Qualifications

QUALIFICATIONS, EXPERIENCE AND TRAININGS REQUIRED

• 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.

Experience

• Min. 1 year in Agoda OR previous WFM experience, in a Contact Centre environment.
• Experience in leading and developing, in a technical environment.
• Experience in delivering high-level business objectives or initiatives.