Senior Associate Manager, WFM - Scheduling (Bangkok or Kuala Lumpur based, relocation provided)
Core
Lead a Workforce Management (WFM) team to deliver against prescribed KPIs, manage schedules, and support customer experience operations.
Role type
Senior Associate Manager, WFM (People Leadership & Operations)
Builds
Customer experience support processes and team schedules for global operations
Domain
Travel / Customer Experience / Workforce Management
Required skills
People leadership, WFM concepts, Performance management, Data analysis, Stakeholder collaboration, Process improvement, KPI management, Coaching
Preferred skills
Excel/PowerPoint skills, Agile mindset
Technologies
Excel, PowerPoint
Responsibilities
Coach and provide feedback to team members, manage team schedules and unplanned absences, analyze performance data and SLAs, collaborate with operations and leadership teams, manage underperformance via PIP process.
Seniority
Senior, hands-on IC