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18

March

Learning And Development Programs Manager – Flights (Based In Bangkok)

Agoda - Melbourne, VIC

IT
Source: uWorkin

JOB DESCRIPTION

About Agoda

Agoda is an online travel booking platform for accommodation, flights, and more. We build and deploy cutting edge technology that connects travelers with more than 2.5 million accommodations globally. Based in Asia and part of Booking Holdings, our 4,000+ talents coming from 90+ different nationalities foster a work environment rich in diversity, creativity, and collaboration. We innovate through a culture of experimentation and ownership, enabling our customers to experience the world.

Get To Know Our Team

The Customer Experience Group of Agoda effectively serves our customers and partners to ensure satisfying results. This great task is accomplished with the support of our Global Service Vertical team. We serve as the backbone for Customer Experience Group’s global operations. Our team is comprised of project managers, process owners, analysts, and talent management. Together we work nonstop to improve the quality and efficiency of our customer and partner support processes. Working with the Global Service Vertical team is a great opportunity to collaborate with various stakeholders and develop initiatives with our sister companies and external partners all over the world. We are a very data-driven environment, eager to move fast and learn through experimentation. A clear focus on supporting our customers and partners is bolstered by a strong, entrepreneurial culture that enriches us and Agoda’s business performance.

The Opportunity

We are currently seeking to hire an L&D Program Manager – Flights. This is a new position within CEG that’s primary function will be to design and implement L&D solutions that improve the performance of flights customer service agents throughout the employee life cycle.

This role is based in our Bangkok office as part of the CEG L&D Architecture team. We are a team of L&D professionals who provide innovative and impactful learning solutions on a global scale.

In This Role, You’ll Get To

  • Design, build and manage the new onboarding program & continuous learning for flights customer service agents.
  • Create processes related to the capture and processing of content, as well as the usage and maintenance of programs.
  • Through innovation and experimentation, determine the best mediums to share different forms of learning content.
  • Use data to influence decisions relating to training, tools and processes.
  • Report on analytics related to adoption, usage, and impact of L&D Programs.
  • Adopt an agile approach to project management.
  • Lead project teams comprised of instructional designers, content developers and subject matter experts to deliver at speed.
  • Evaluate the effectiveness of the onboarding program and manage iterations to deliver better business results.

Success in the role will initially be measured by on-time delivery of action items related to the above. In the long-term, success will be measured by efficiencies gained and quality provided by CEG employees as seen in increased KPI scores.

What You’ll Need To Succeed
  • Be an expert in learning design & deployment.
  • Excellent project management capability is essential for this role. A proven track record of managing complex projects is a must.
  • A process-driven approach to work with demonstrable ability to create and implement SOPs.
  • Experience managing teams, setting SLAs and KPIs and ensuring that sufficient people and resources are in place to meet them.
  • Experience in managing new hire programs in a contact center environment, supporting multiple channels (voice, email, and chat).
  • Good understanding of learning infrastructure and relevant domain-specific technology solutions, maintenance, and best practices.
  • Good understanding of contact center operations KPIs and metrics.
  • Have a data-driven and scientific approach to decision making and problem-solving.
  • The ability to maintain constructive work relationships with the employees across all functions and at all levels.
  • Fluency in English a must and additional languages a plus.
  • Flexibility and a sense of humor are a must.


It’s Great To Have
  • Knowledge of the Flights industry & GDS Systems.

Education

It is required that the person in this role should possess a bachelor’s or master’s degree in a related subject.

#TRNG #4 #bangkok #singapore #kualalumpur #bangalore #newdelhi #mumbai #london #sydney #melbourne

Equal Opportunity Employer

At Agoda, we pride ourselves on being a company represented by people of all different backgrounds and orientations. We prioritize attracting diverse talent and cultivating an inclusive environment that encourages collaboration and innovation. Employment at Agoda is based solely on a person’s merit and qualifications. We are committed to providing equal employment opportunity regardless of sex, age, race, color, national origin, religion, marital status, pregnancy, sexual orientation, gender identity, disability, citizenship, veteran or military status, and other legally protected characteristics.

We will keep your application on file so that we can consider you for future vacancies and you can always ask to have your details removed from the file. For more details please read our privacy policy .

To all recruitment agencies: Agoda does not accept third party resumes. Please do not send resumes to our jobs alias, Agoda employees or any other organization location. Agoda is not responsible for any fees related to unsolicited resumes.