Workforce Management - Senior Associate Manager - Real Time (Bangkok, Kuala Lumpur, Gurgaon, Pune Based - Relocation Provided)
Core
Lead a Workforce Management (WFM) team to ensure real-time support availability, manage schedules, and deliver against customer experience KPIs.
Role type
Senior Associate Manager, Workforce Management
Builds
Real-time support operations and team performance for the Customer Experience Group
Domain
Online Travel / Customer Support Operations
Deliverable
dashboards & analysis
Required skills
Workforce Management concepts, team coaching, performance management, data analysis, stakeholder collaboration, schedule management
Preferred skills
None stated
Technologies
None stated
Responsibilities
Coach and provide feedback to team members; manage underperformance via PIP; ensure real-time support availability and handle escalations; maintain team schedules and manage unplanned absences; analyze performance data and SLAs; collaborate with operations and leadership teams.
Seniority
Senior, hands-on IC