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  • Posted: Feb 13, 2020
    Deadline: Not specified
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    Agoda is one of the world’s fastest-growing online hotel platforms. Established in 2005 as a start-up, Agoda expanded quickly in Asia and was soon acquired in 2007 by the world’s largest seller of rooms online - the Priceline Group. Today, Agoda offers hundreds of thousands of accommodation options around the globe with service and support in ove...
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    Head of Command Center - Cape Town, ZA

    Role Overview:

    The Head of Command Center 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

    Method of Application

    Interested and qualified? Go to Agoda on boards.greenhouse.io to apply

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