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Wfm Real-Time Manager (Bangkok Or Kuala Lumpur Based, Relocation Support Provided)
Company | Agoda |
Address | Area DKI Jakarta, Indonesia |
Employment type | FULL_TIME |
Salary | |
Category | Teknologi, Informasi, dan Internet |
Expires | 2023-10-11 |
Posted at | 10 months ago |
About Agoda
- Ensuring appropriate real-time support is available taking and managing escalated issues
- Build healthy and professional relationships with team members establish and nurture a culture of open feedback, collaboration, encouragement, recognition, and delivery to high standards
- Review performance with Capacity and Scheduling Planners and team using performance reports/dashboards, observations, buddying and reviewing system audit reports
- Collaborate with other departments, working together to enable overall success (e.g. WFM teams, CEG Operations Teams, CEG Teach Team)
- Hold yourself to the standard you expect from others
- Collaborate with local WFM team:
- Conduct team meetings: sharing important information, updates, performance progress and broader company updates
- Be an active and constructive Agoda team member: Always being respectful to others and seeking to be better together
- Provide clarity on performance vs targets, and any other team or group objectives,
- Remain up to date with important company/team/department updates, requirements
- Be an example to the team through behavior, living up to the Agoda values and behavior standards expected of people leaders
- CEG GSV
- Collaboration
- Collaborate with other teams:
- Act in the best interests of the organization: ensuring we operate with absolute integrity and compliance with all legal obligations or compliance requirements
- Coaching and giving feedback
- Stay up to date with products, news, goals, decisions, projects
- On team performance: providing updates about the team, traffic, projects, concerns, challenges, and opportunities
- People leadership
- Ensure team schedule is maintained to a high standard to provide stakeholder support and manage team requests and unplanned absence, in line with process
- Organize team building activities that will engage people into teamwork and create positive work environment
- Manage any underperformance, using the Performance Improvement Plan (PIP) process where appropriate
- Reporting & data analysis
- Personal Management:
- Coaching and providing feedback to WFM (usually one-on-one) constructively and creatively to enable them to perform at their best
- Use reward & recognition as part of motivating the team
- CEG Operations Leadership and Management
- Ensure your team is connected to the company and WFM objectives and strategy
- Ensure the team is well supported to perform their day-to-day activities, including:
- Work with data from various sources to analyze and observe performance of CEG SLAs and gain insights as basis for feedback and change suggestions
- Prepare and present team performance data, challenges, and issues, ideas, and opportunities
- Providing approvals as part of business process (e.g. absorption)
- 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
- A clearly defined career path will help you to continuously develop your skills
- Be part of a dynamic and exciting data-driven multinational team in a successful and fast-growing tech company
- The chance to propose ideas to improve operations based on data and have an impact on the customer experience
- Relocation package for employees joining from abroad
- Discount for Agoda employee booking on Agoda.com
- International health insurance
- Annual performance bonus
- Bangkok/Kuala Lumpur Based
-
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