Command Center Manager at Agoda

Role Overview:

The Command Center Manager is responsible, but not limited, to the following:

• Manage the RTAs who are responsible for:
• Call flow real time monitoring through Verint/Genesys Pulse
• Intra-day call and work volume monitoring as compared to forecast.
• Real time activities monitoring related to staffing – Is involved in making appropriate recommendations and adjustments to leverage, skill changes, post OT, or escalate as required.
• Monitor and review service level reports to scan for issues and anomalies and reports perceived concerns to Team Manager and/or client. (According to established escalation process)
• Required data tracked and trended on a continuous basis. (Service Level, Attendance…)
• Interfaces with Tech team as needed for escalation of service-impacting issues.
• Handles special conditions within the framework of an Emergency Action Plan (i.e. Fire, Power failures, etc.).
• Analyzes real-time schedule efficiency measurements as well as key indicators such as service level, for continuous improvement
• Enter exception codes to maintain accurate real-time monitoring data.
• Deviations are investigated and that all exceptions are entered.
• Assists Global WFM Manager by providing support or facilitating administrative help for data, reports, etc., as required.
• Manage the development of the RTAs

We welcome both local and international applications for this role. Full visa sponsorship and relocation assistance available.

Location: Bangkok, Thailand