Workforce Management - Senior Associate Manager - Capacity (Kuala Lumpur, Gurgaon, Pune Based)
Core
Lead a team of WFM Capacity Planners to deliver against prescribed KPIs, focusing on capacity modeling, volume forecasting accuracy, and SLA maintenance.
Role type
Senior IC Workforce Management Manager (People Leadership & Operations)
Builds
Scalable workforce capacity plans and forecasting models for a global travel platform
Domain
Travel Technology / Workforce Management
Deliverable
production ML models | dashboards & analysis | client delivery
Required skills
People leadership, capacity modeling, data analysis, KPI management, process improvement, stakeholder collaboration, performance coaching, operational planning
Preferred skills
Functional lead experience, OKR setting, Director-level presentation skills, Project Management (Prince/SixSigma), SQL/Python/Metabase
Technologies
Excel, PowerPoint, SQL, Python, Metabase
Responsibilities
Oversee team performance against targets and provide coaching/feedback; Design and implement capacity modeling activities to enhance forecasting accuracy; Collaborate with Analytics, Ops, and HR on WFM key metrics tracking; Present team performance data and challenges to senior stakeholders; Address underperformance using PIP processes; Partner with GSV and Operations teams on initiatives.
Seniority
Senior, hands-on IC with people leadership responsibilities
