Senior Manager, WFM (Bangkok Based | Relocation provided)

PURPOSE OF THE ROLE

The Senior WFM Manager will play a critical role in optimizing workforce operations within our contact center. This position is responsible for developing and executing strategic workforce management plans that align with the company's objectives, ensuring efficient resource allocation, and enhancing service delivery. The ideal candidate will have a strong background in workforce management, excellent leadership skills, and a passion for driving operational excellence.

 

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.

 

EXPECTATIONS - BEHAVIORS AND VALUES

 

Behavior

Definition

Strategic Roadmap and Planning

Strategic Vision Development: Lead the creation and execution of a strategic vision for workforce management that aligns with the organization's long-term objectives and market trends.

Comprehensive Planning: Oversee the development of comprehensive workforce plans that incorporate advanced forecasting, capacity planning, and resource optimization strategies.

Performance Metrics and Analysis: Establish and refine performance metrics to assess the effectiveness of workforce management strategies, using data-driven insights to guide strategic decisions.

Innovation/Improvement

Innovation Leadership: Drive a culture of innovation by encouraging the exploration and implementation of cutting-edge technologies and methodologies in workforce management.

Process Transformation: Lead transformative initiatives to reengineer processes, significantly enhancing efficiency, accuracy, and responsiveness in workforce operations.

Continuous Improvement Strategy: Develop and implement a continuous improvement strategy that identifies and addresses opportunities for operational excellence and enhanced customer experience.

Business Partnering/ Stakeholder Management

Executive Engagement: Engage with executive leadership to ensure workforce management strategies are aligned with organizational priorities and contribute to business success.

Strategic Influence and Advocacy: Utilize strategic influence to advocate for workforce management initiatives that support business growth and operational excellence.

Cross-Functional Integration: Lead efforts to integrate workforce management practices with broader business strategies, ensuring alignment with service level agreements and organizational goals.

People Management

Leadership Development: Provide leadership and mentorship to WFM Managers, fostering a culture of high performance, professional growth, and continuous learning.

Organizational Capability Building: Oversee initiatives to build organizational capability, ensuring the workforce management team is equipped to meet current and future challenges.

Performance and Talent Management: Lead performance and talent management efforts, ensuring the team is highly engaged, productive, and aligned with the organization's strategic objectives.

 

COMPETENCIES REQUIRED

Analytical Ability & Problem Solving

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

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.

Develop and Manage team

Govern and coordinate the team to perform in their job. Learn the skills, potential and ambitions of the team members and define long term success.

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

People training

Identify training needs, create, and develop trainings to help team member’s specific knowledge or skill to improve performance in their current roles.

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.

Team level KPI management

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

 

 

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, EXPERIENCE AND TRAININGS REQUIRED

 

Qualifications

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.

Trainings

OJT, WFM onboarding