Senior Associate Manager – Workforce Management (Capacity)

About the role

Agoda is looking for a Senior Associate Manager to lead its Workforce Management Capacity team across Kuala Lumpur, Gurgaon and Pune. The role combines people leadership with data‑driven capacity modelling to ensure service level agreements are met and operational efficiency is maximised.

Key responsibilities

• Lead and develop a team of WFM Capacity Planners, fostering a collaborative culture, providing coaching, feedback and performance management.
• Design and implement capacity modelling activities, improve volume forecasting accuracy and manage key WFM metrics in partnership with Analytics, Operations and HR.
• Analyse data to identify process gaps, recommend actions to maintain SLAs and present performance insights to senior stakeholders.
• Collaborate with local WFM teams, GSV and Operations on projects, share best practices and align team efforts with CEG objectives.

Required profile

• Strong analytical and problem‑solving abilities with a proven track record of using data to drive decisions.
• Excellent communication skills, both verbal and written, capable of influencing diverse audiences.
• Flexibility and agility to adapt to changing priorities in a fast‑paced environment.
• Experience in KPI management and process improvement initiatives.

Required skills

• Advanced Excel and PowerPoint for reporting and presentations.
• SQL for data extraction and analysis.
• Python scripting for automation and advanced analytics.
• Experience with Metabase or similar BI tools for dashboard creation.