Senior Associate Manager, Workforce Management (Real Time)

About the role

The Senior Associate Manager, Workforce Management (Real Time) leads a dedicated WFM team within Agoda’s Customer Experience Group. The role focuses on coaching, performance management and ensuring the team meets key KPIs while supporting real‑time operations across multiple locations.

Key responsibilities

• Coach and provide constructive feedback to team members, manage performance reviews and address under‑performance through PIP processes.
• Maintain high‑quality team schedules, approve business processes, and ensure real‑time support for escalated issues.
• Analyze performance data from various sources, prepare reports and present insights to drive SLA improvements.
• Collaborate with local WFM teams, CEG Operations leadership and other cross‑functional partners to align on objectives and share updates.

Required profile

• Proven people‑leadership experience with the ability to build a culture of performance excellence, open feedback and recognition.
• Strong analytical ability to interpret data, identify improvement opportunities and communicate findings to senior stakeholders.
• Deep knowledge of Workforce Management concepts and best practices, acting as a subject‑matter expert for the team.