The Senior Associate WFM Manager is a people leader in role, responsible for leading a WFM team, enabling them to be successful and delivering against the prescribed KPIs. The Manager enables their team and team members by providing coaching and feedback, building strong professional relationships, maintaining a regular flow of communication, and providing direction, support, and development. The Manager also contributes to the overall WFM performance and culture, collaborating with peers and broader colleagues to ensure WFM delivers to the company and CEG objectives. The Senior Associate WFM Manager is expected to be an SME in Workforce Management, having a good knowledge of WFM concepts, to support the team with challenges and capability and to adequately represent WFM, to senior stakeholders. **ACTIVITIES PERFORMED ON THE JOB:** * **Coaching and giving feedback:** * Coaching and providing feedback within WFM (usually one-on-one) constructively and creatively, to enable colleagues to perform at their best. * Review performance of individuals and team using performance reports/dashboards, observations, buddying, and reviewing system audit reports. * Manage all underperformance, using the Performance Improvement Plan (PIP) process where appropriate. * **People leadership:** * Build healthy and professional relationships with team members. * Establish and nurture a culture of performance excellence, open feedback, collaboration, recognition, and quality delivery of outcomes. * Organize team building activities that will engage people in teamwork and create a positive work environment. * Ensure the team is well supported to perform their day-to-day activities, including: * ensuring appropriate real-time support is available, taking and managing escalated issues. * Providing approvals as part of the business process (e.g. absorption). * Ensure team schedule is maintained to a high standard to provide stakeholder support and manage team requests and unplanned absence, in line with process. * Provide clarity on performance vs targets, and any other team or group objectives. * Use reward and recognition as part of motivating the team. * Conduct team meetings: sharing important information, updates, performance progress, and broader company updates. * Ensure your team is connected to the company’s WFM objectives and strategy. * Be an example to the team through behavior, living up to the Agoda values and behavior standards expected of people leaders. * Collaborate with other departments, working together to enable overall success (e.g. WFM teams, CEG Operations Teams, CEG Teach Team). * **Reporting & data analysis:** * Work with data from various sources to analyze and observe performance of CEG SLAs and gain insights as a basis for feedback and change suggestions. * Prepare and present team performance data, challenges, issues, ideas, and opportunities. * **Collaboration:** * Collaborate with local WFM team: * On team performance: providing updates about the team, traffic, projects, concerns, challenges, and opportunities. * Participate actively in leadership meetings: share what works well for you, provide feedback and input on decisions or updates, and be open and constructive about what is not working well and how the group can improve. * Stay up to date with products, news, goals, decisions, projects. * Collaborate with other teams: * CEG Operations Leadership and Management. * CEG GSV. * **Personal Management:** * Remain up to date with important company/team/department updates, requirements. * Act in the best interests of the organization: ensuring that we operate with absolute integrity and compliance with all legal obligations or compliance requirements. * Be an active and constructive Agoda team member: Always being respectful to others and seeking to be better together. * Aim to understand, then meet and exceed the expectations agreed with your manager. **EXPECTATIONS – BEHAVIORS AND VALUES** **Behavior****Definition** **_Continuous improvement_**Regularly identify improvement opportunities, quantify them, and follow through to measurable/demonstratable outcomes. Embraces both successes and failures to learn and maximize the benefits. Embraces and drives change, is open and supportive of improvement opportunities identified by others. **_Deliver better together_**Collaborates and engages with colleagues and broader Agoda teams to share ideas and learn and work together toward shared ambitions. Is respectful to colleagues, open to different perspectives /viewpoints, and positively contributes to discussions. **_Enable others` success_**Is committed to building and nurturing a culture of frequent feedback, coaching and career development. Provides clarity on accountability, goals, and progress. Regularly takes the opportunity to connect and align teams and team members to the Agoda/CEG strategy, making these relevant and digestible. **COMPETENCIES REQUIRED** **Analytical Ability & Problem Solving**Can visualise, articulate, conceptualise, 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 success in reaching the company’s goals. **Listening and influencing**Practice attentive and active listening. Can influence strategies that persuade key stakeholders to take action that will promote shared interests and business goals. **Process Improvement**Organise, 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 training to help team members with specific knowledge or skills 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 success in reaching the company goals. **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**6+ years of WFM experience Experience in coaching and developing, in a technical environment. Experience in delivering high-level business objectives or initiatives. **Trainings**OJT, WFM onboarding, RT Onboarding **Must have:** * Deep hands-on experience designing and configuring omnichannel routing strategies (email, voice, chat/messaging) using platforms such as Amazon Connect, Genesys Cloud/PureCloud, or equivalent CCaaS/ACD systems. * Proven ability to build routing logic from the ground up — including skills-based routing, IVR/call flows, queues, priorities, and escalation paths — based on complex, nuanced business requirements. * Strong understanding of contact center architecture (queues, agent skill profiles, SLAs, overflow/failover logic) and how to translate ambiguous business needs into scalable, technical routing designs. * Experience integrating routing platforms with CRM/WFM/reporting tools (e.g. Salesforce, Verint, NICE) is a plus. * Comfortable working directly with engineering/IT teams to implement and troubleshoot routing configurations, and able to independently own technical documentation of routing setups. We welcome both local and international applications for this role. Full visa sponsorship and relocation assistance available.
Browse Jobs & Search Results
This project-based role sits within Shopee's Business Development team and supports strategic initiatives across regional markets. The position works with local markets and cross-functional stakeholders to identify opportunities, conduct data analysis and competitor benchmarking, and develop structured business cases to address business challenges and drive growth, profitability, and efficiency. The role requires 2-5 years of experience, preferably in management consulting or e-commerce. Candidates should have strong business acumen, critical thinking, and analytical skills, along with project management, stakeholder management, and communication abilities. The ideal candidate is a team player who thrives in a fast-paced, dynamic environment and can communicate effectively in English with cross-functional stakeholders and management.
The PMO drives strategic initiatives and cross-functional projects across MakroPRO, supporting business growth, operational excellence, and data-driven decision-making. Responsibilities include coordinating multiple projects, analyzing business performance, and preparing high-quality presentations and recommendations for senior management and stakeholders. The role requires a proactive, commercially minded, and analytically strong candidate who can quickly understand complex business processes across different functions and markets, including online sales, marketplace operations, and digital commercial performance.
The Warehouse Project Management Executive sits within Shopee Thailand's Warehouse Fulfillment team in Samut Prakan, driving operational excellence across multiple fulfillment centers. The role owns end-to-end warehouse projects covering process improvement, capacity and layout planning, and warehouse system/tooling initiatives, working closely with site operations, Regional Fulfillment, Inventory Control, Workforce Planning, Product, BI and external vendors to lower cost per order, raise productivity and inventory accuracy, and protect service levels as volume scales. The position requires a Bachelor's degree and 3+ years of experience in project management, process improvement or operations excellence, preferably in e-commerce fulfillment, warehousing or logistics. Candidates need hands-on knowledge of warehouse processes and KPIs, strong analytical skills with Excel/Sheets and SQL, stakeholder management across cross-functional teams and vendors, Thai and English proficiency, and willingness to travel regularly between warehouse sites in Thailand.
This role is the first marketing hire for SPX Express in Bangkok, responsible for building the marketing function from the ground up. Key duties include owning SPX's brand positioning and messaging, developing the marketing roadmap, driving seller acquisition campaigns with Sales and Commercial teams, setting up measurement frameworks, and presenting ROI-based recommendations to senior management. The position requires 3 to 5+ years of experience in marketing, brand, growth, or commercial marketing, with strong fundamentals in brand, positioning, segmentation, and digital. Candidates must be fluent in Thai and English, advanced in Excel or Google Sheets, and comfortable working in a fast-moving environment with limited resources and processes.
This is a Vice President, Business Management role within UOB's Commercial Banking division in Bangkok. The position supports the development and execution of business strategies, drives process improvements to enhance operational efficiency, and partners with RMs, BRCM, AML, and Compliance teams to uphold governance standards across the portfolio. The role requires a Bachelor's or Master's degree in Business Administration, Finance, Economics, Banking, or a related field, plus 8–12 years of experience in Commercial or Corporate Banking, Strategy, or Business Management. Prior experience as a Relationship Manager in Commercial or Corporate Banking is highly preferred, along with strong analytical, stakeholder management, and change leadership capabilities.
The Project Manager will lead and execute critical initiatives within the Banking domain at Kiatnakin Phatra Bank. The role is responsible for translating business strategies into efficient project delivery plans, owning end-to-end delivery quality, and acting as a trusted partner to Business Units, Product Owners, and Technical Teams. The position requires using modern project management tools to build transparent, data-driven workflows, dashboards, and reporting for executive leadership, ensuring every delivered project creates tangible business impact. Candidates need a minimum of 5+ years of project management experience with a proven track record in Banking, Fintech, or Financial Services, along with strong business acumen in banking ecosystems, core systems, financial regulations, or digital banking products. Advanced proficiency in tools such as Jira, Confluence, MS Project, Trello, or Miro is required, together with strong communication, analytical, and interpersonal skills.
Database administrator role at Kiatnakin Phatra Bank in Bangkok, within the Digital & Technology function. Responsibilities include installation, upgrades and configuration of databases; designing schemas, stored procedures and backup/recovery strategies; maintaining database security and integrity; performing performance tuning and capacity planning; setting up monitoring and alerting; and supporting day-to-day operations, incidents and changes while assisting junior team members on complex database tasks. The position requires at least 5 years of Database Administration experience with extensive knowledge of Oracle RDBMS (including RAC and Data Guard) and MS SQL Server. Candidates must have UNIX and Windows batch scripting skills and be available for on-call/on-site 24x7 support. Knowledge of MySQL, MariaDB, PostgreSQL, NoSQL databases, Azure Data Lake, ETL tools, and automation frameworks is advantageous.
This role is part of the Operations team at Shopee, focusing on the end-to-end operational process from buyer search to product delivery. The position involves driving strategic initiatives across markets to achieve business impact in growth, profitability, and efficiency. The role requires defining project scope and deliverables, acting as an escalation point for problems, and supporting data analysis and competitor benchmarking. Key qualifications include strong critical thinking, project management skills, and the ability to work in a fast-paced environment.
The Warehouse Project Management Executive leads strategic and operational excellence projects for Sorting Centers. The role involves developing comprehensive project plans, managing end-to-end implementation, and tracking metrics to ensure on-time delivery. Key duties include leading automation projects, such as Auto Sorting Machines and Robotics, analyzing data to identify bottlenecks, and collaborating with internal and external stakeholders. The position requires a deep understanding of operational insights to propose scalable automation solutions aligned with business needs.