Not specifiedMinimum 1 year in Agoda or previous WFM experience in a contact center environment; experience in coaching and developing in a technical environment; experience delivering high-level business objectives or initiatives.
Bangkok, Thailand; Kuala Lumpur also accepted with relocation provided
Estimated range. Confirm compensation with the employer.
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Listing record updated: November 12, 2026. We archive records after 60 days without an update. This date does not confirm that the employer is still hiring.
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The Senior Associate Manager, WFM - Scheduling leads a workforce management team and is responsible for delivering against prescribed KPIs. The role involves coaching and developing team members, managing performance and underperformance, maintaining schedules, handling escalations and absences, and collaborating with WFM, operations, technology, and other stakeholders. It also includes reporting and data analysis.
Candidates should have strong written and verbal communication, intermediate or higher computer literacy with MS Excel, and high-level problem-solving, analytical, and stakeholder-management skills. The posting requires at least one year in Agoda or previous WFM experience in a contact-center environment, coaching experience in a technical environment, and experience delivering high-level business objectives or initiatives. People-leadership experience is listed as a nice to have.
Responsibilities
Lead a WFM team and deliver against prescribed KPIs
Coach team members and review individual and team performance
Manage underperformance through the Performance Improvement Plan process
Maintain team schedules, manage escalations, requests, and unplanned absences
Analyze CEG SLA performance and present team data, challenges, and opportunities
Requirements
High-level written and verbal communication skills
Intermediate or above computer literacy, particularly MS Excel
High-level problem-solving and analytical-reasoning skills
High-level stakeholder-management skills
Minimum 1 year in Agoda or previous WFM experience in a contact-center environment
Nice to have
People leadership experience.
Hiring Process
Agoda provides interview-process guidelines on its careers site. Applications ask about current location, Booking Holdings group employment, and any current or former Deloitte association.
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