Workforce Management – Senior Associate Manager – Capacity (Bangkok, Kuala Lumpur, Gurgaon, Pune Based)

The role leads a team of Workforce Management Capacity Planners and is responsible for people leadership, coaching, performance management, and delivery against prescribed KPIs. It also contributes to WFM performance and culture through collaboration with peers and broader colleagues.

The manager participates in capacity modeling and demand forecasting, manages workforce-management metrics with Analytics, Operations, and HR, and recommends actions to maintain service levels and improve processes. Additional duties include preparing performance reports and presentations, collaborating across local WFM, GSV, and Operations teams, conducting regular reviews, and addressing underperformance through the Performance Improvement Plan process when necessary.

Lead a team of WFM Capacity Planners and oversee performance against targets.

Foster a positive team culture through feedback, collaboration, recognition, and clear communication.

Participate in capacity modeling, demand forecasting, data analysis, reporting, and process improvement.

Coach team members and conduct regular performance reviews, including use of the PIP process when necessary.

Collaborate with Analytics, Operations, HR, GSV, local WFM teams, and other stakeholders.

Must have hands-on experience in end-to-end contact-center capacity planning.

Strong Excel skills are essential.

Experience with data-driven demand forecasting, staffing and scenario modeling, and translating plans into operational actions.

Strong analytical, decision-making, communication, reporting, and KPI-management skills.

Ability to coach, train, develop, and manage a team.

Applicants are asked to confirm current country or region, years of hands-on contact-center capacity-planning experience, and parts of the capacity-planning process they have personally owned. Agoda also requires confirmation of any current or former association with Deloitte before the interview process begins.