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  • Posted: Feb 7, 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...
    Read more about this company

    Capacity Planning Manager

    The Capacity Planning Manager is responsible, but not limited, to the following:

    • Drive supply-demand match and mitigation plans for capacity gaps, as well as what-if scenarios to support decision making with a Service and P&L mindset
    • Manage short term changes to both demand as well as supply or constraints to ensure supply availability for callers
    • Detect changes in demand or supply and analyze plan for changes to meet demand need.
    • Manages the schedulers scheduling employees to ensure adequate service level coverage for multiple channels.
    • Coordinates with multiple levels of supervisors and managers to discuss a review scheduling needs and opportunities.
    • Proactively meet with management to review future schedules and past performance.
    • Works in partnership with the forecasting and real-time adherence teams to identify opportunities to improve support of the business lines.
    • Coaching and developing Analysts in the team
    • Administrating the WFO tool (Verint system) and coordinating changes with all stakeholders
    • Prioritizing business needs and requests
    • Directing work of the team to ensure timely execution of tasks
    • Reviewing scheduling and optimizations
    • Interacting with management to review schedule alignment to business needs and forecasts

    We welcome both local and international applications for this role. Full visa sponsorship and relocation assistance available.
    Location: Bangkok, Thailand
     

    go to method of application »

    Command Center Manager

    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

    go to method of application »

    Capacity Planning Analyst (Johannesburg, ZA)

    Role Overview

    • The Capacity Planning Analyst is responsible for the day to day activities of the Workforce Management team.
    • This includes a variety of planning and scheduling activities, making appropriate staffing decisions. Performing deep dive analysis and recommending actions to meet SLAs and KPIs in order to improve operations and customer experience for customers of Agoda, supported through the vibrant, multilingual Customer Experience Group (CEG) over 7 geographical locations.
    • Join the diverse and fun working environment in Agoda Malaysia!

    Responsibilities

    • Analyze contact volume patterns by campaigns, contact group, queues and agents’ skillsets.
    • Work with the Forecasting & Scheduling analyst in developing forecasting models to predict voice contact volume and key call statistics, email volume, and the addition of future media types such as chat.
    • Utilize workforce management software to forecast contact volume and schedule staff. Experience with Workforce Management software, preferably in Verint Impact 360.
    • Communicate necessary real time and proactive adjustments to workforce plan based on changing/dynamic forecasts and re-forecast when necessary.
    • Ensure schedules are generated on a timely manner to maximize effective allocation of resources
    • Collaborate with other departments, team managers, service delivery managers to identify opportunities for improvement of resource utilization
    • Analyzing workload, vacation and absence records, training, meeting and coaching schedules (shrinkage) for on-going historical trend analysis and planning and forecasting purposes.
    • Leading special workforce management-related projects.

    Primary Qualifications

    • Self-motivated person with “Get it done!” attitude, who is eager to learn and improve him/herself
    • Bachelor’s degree or equivalent business experience required.
    • Experience in Verint Impact 360 Workforce Optimization software or similar tool required
    • Experience in Forecasting & Staffing process or in call/contact center operations
    • Excellent planning and time management skills, strong Excel skills are required.
    • Good analytical diagnostic, troubleshooting and data visualization (PowerPoint) skills.
    • Excellent written and verbal English communication skills
    • Experience working with multi-cultural team environment.
    • High level of accuracy and attention to detail
    • Ability to adapt in a fast pace environment
    • Capable to meet deadlines, to work under pressure and with changing priorities
    • Ability to teamwork as well as work independently

    Good to have

    • Experience in Genesys systems
    • Understanding of Customer satisfaction concepts and metrics including Net Promoter Score (NPS), Customer Satisfaction (CSAT), contact center service levels
    • Experience in any of the following programming languages: SQL, R, Python

    What We Offer

    • Be part of an exciting data-driven team
    • Opportunity to propose ideas to improve CEG Operations based on data and have an impact on the Customer Experience
    • Possibility for continuous learning and development through corporate learning programs
    • Young and dynamic multinational team
    • Agoda discount for travelling

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

    go to method of application »

    Resource Planning Analyst ( Cape Town, ZA)

    Role Overview

    • The Resource Planning Analyst is responsible for the day to day activities of the Workforce Management team.
    • This includes a variety of planning and scheduling activities, making appropriate staffing decisions. Performing deep dive analysis and recommending actions to meet SLAs and KPIs in order to improve operations and customer experience for customers of Agoda, supported through the vibrant, multilingual Customer Experience Group (CEG) over 7 geographical locations.
    • Join the diverse and fun working environment in Agoda Bangkok!

    Responsibilities

    • Analyze contact volume patterns by campaigns, contact group, queues and agents’ skill sets.
    • Work with the Forecasting & Scheduling analyst in developing forecasting models to predict voice contact volume and key call statistics, email volume, and the addition of future media types such as chat.
    • Utilize workforce management software to forecast contact volume and schedule staff. Experience with Workforce Management software, preferably in Verint Impact 360.
    • Communicate necessary real time and proactive adjustments to workforce plan based on changing/dynamic forecasts and re-forecast when necessary.
    • Ensure schedules are generated on a timely manner to maximize effective allocation of resources
    • Collaborate with other departments, team managers, service delivery managers to identify opportunities for improvement of resource utilization
    • Analyzing workload, vacation and absence records, training, meeting and coaching schedules (shrinkage) for on-going historical trend analysis and planning and forecasting purposes.
    • Leading special workforce management-related projects.

    Primary Qualifications

    • Self-motivated person with “Get it done!” attitude, who is eager to learn and improve him/herself
    • Bachelor’s degree or equivalent business experience required.
    • Experience in Verint Impact 360 Workforce Optimization software or similar tool required
    • Experience in Forecasting & Staffing process or in call/contact center operations
    • Excellent planning and time management skills, strong Excel skills are required.
    • Good analytical diagnostic, troubleshooting and data visualization (PowerPoint) skills.
    • Excellent written and verbal English communication skills
    • Experience working with multi-cultural team environment.
    • High level of accuracy and attention to detail
    • Ability to adapt in a fast pace environment
    • Capable to meet deadlines, to work under pressure and with changing priorities
    • Ability to teamwork as well as work independently

    Good to have

    • Experience in Genesys systems
    • Understanding of Customer satisfaction concepts and metrics including Net Promoter Score (NPS), Customer Satisfaction (CSAT), contact center service levels
    • Experience in any of the following programming languages: SQL, R, Python

    What We Offer

    • Be part of an exciting data-driven team
    • Opportunity to propose ideas to improve CEG Operations based on data and have an impact on the Customer Experience
    • Possibility for continuous learning and development through corporate learning programs
    • Young and dynamic multinational team
    • Agoda discount for traveling

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

    go to method of application »

    Capacity Planning Analyst - Cape Town, ZA

    Role Overview

    • The Capacity Planning Analyst is responsible for the day to day activities of the Workforce Management team.
    • This includes a variety of planning and scheduling activities, making appropriate staffing decisions. Performing deep dive analysis and recommending actions to meet SLAs and KPIs in order to improve operations and customer experience for customers of Agoda, supported through the vibrant, multilingual Customer Experience Group (CEG) over 7 geographical locations.
    • Join the diverse and fun working environment in Agoda Bangkok!

    Responsibilities

    • Analyze contact volume patterns by campaigns, contact group, queues and agents’ skill sets.
    • Work with the Forecasting & Scheduling analyst in developing forecasting models to predict voice contact volume and key call statistics, email volume, and the addition of future media types such as chat.
    • Utilize workforce management software to forecast contact volume and schedule staff. Experience with Workforce Management software, preferably in Verint Impact 360.
    • Communicate necessary real time and proactive adjustments to workforce plan based on changing/dynamic forecasts and re-forecast when necessary.
    • Ensure schedules are generated on a timely manner to maximize effective allocation of resources
    • Collaborate with other departments, team managers, service delivery managers to identify opportunities for improvement of resource utilization
    • Analyzing workload, vacation and absence records, training, meeting and coaching schedules (shrinkage) for on-going historical trend analysis and planning and forecasting purposes.
    • Leading special workforce management-related projects.

    Primary Qualifications

    • Self-motivated person with “Get it done!” attitude, who is eager to learn and improve him/herself
    • Bachelor’s degree or equivalent business experience required.
    • Experience in Verint Impact 360 Workforce Optimization software or similar tool required
    • Experience in Forecasting & Staffing process or in call/contact center operations
    • Excellent planning and time management skills, strong Excel skills are required.
    • Good analytical diagnostic, troubleshooting and data visualization (PowerPoint) skills.
    • Excellent written and verbal English communication skills
    • Experience working with multi-cultural team environment.
    • High level of accuracy and attention to detail
    • Ability to adapt in a fast pace environment
    • Capable to meet deadlines, to work under pressure and with changing priorities
    • Ability to teamwork as well as work independently

    Good to have

    • Experience in Genesys systems
    • Understanding of Customer satisfaction concepts and metrics including Net Promoter Score (NPS), Customer Satisfaction (CSAT), contact center service levels
    • Experience in any of the following programming languages: SQL, R, Python

    What We Offer

    • Be part of an exciting data-driven team
    • Opportunity to propose ideas to improve CEG Operations based on data and have an impact on the Customer Experience
    • Possibility for continuous learning and development through corporate learning programs
    • Young and dynamic multinational team
    • Agoda discount for traveling

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

    go to method of application »

    Workforce Management Planning Analyst (Scheduling/ Forecasting) - Cape Town, ZA

    Role Overview

    • The Workforce Management Planning Analyst is responsible for the day to day activities of the Workforce Management team.
    • This includes a variety of planning and scheduling activities, making appropriate staffing decisions. Performing deep dive analysis and recommending actions to meet SLAs and KPIs in order to improve operations and customer experience for customers of Agoda, supported through the vibrant, multilingual Customer Experience Group (CEG) over 7 geographical locations.
    • Join the diverse and fun working environment in Agoda Bangkok!

    Responsibilities

    • Analyze contact volume patterns by campaigns, contact group, queues and agents’ skillsets.
    • Work with the Forecasting & Scheduling analyst in developing forecasting models to predict voice contact volume and key call statistics, email volume, and the addition of future media types such as chat.
    • Utilize workforce management software to forecast contact volume and schedule staff. Experience with Workforce Management software, preferably in Verint Impact 360.
    • Communicate necessary real time and proactive adjustments to workforce plan based on changing/dynamic forecasts and re-forecast when necessary.
    • Ensure schedules are generated on a timely manner to maximize effective allocation of resources
    • Collaborate with other departments, team managers, service delivery managers to identify opportunities for improvement of resource utilization
    • Analyzing workload, vacation and absence records, training, meeting and coaching schedules (shrinkage) for on-going historical trend analysis and planning and forecasting purposes.
    • Leading special workforce management-related projects.

    Primary Qualifications

    • Self-motivated person with “Get it done!” attitude, who is eager to learn and improve him/herself
    • Bachelor’s degree or equivalent business experience required.
    • Experience in Verint Impact 360 Workforce Optimization software or similar tool required
    • Experience in Forecasting & Staffing process or in call/contact center operations
    • Excellent planning and time management skills, strong Excel skills are required.
    • Good analytical diagnostic, troubleshooting and data visualization (PowerPoint) skills.
    • Excellent written and verbal English communication skills
    • Experience working with multi-cultural team environment.
    • High level of accuracy and attention to detail
    • Ability to adapt in a fast pace environment
    • Capable to meet deadlines, to work under pressure and with changing priorities
    • Ability to teamwork as well as work independently

    Good to have

    • Experience in Genesys systems
    • Understanding of Customer satisfaction concepts and metrics including Net Promoter Score (NPS), Customer Satisfaction (CSAT), contact center service levels
    • Experience in any of the following programming languages: SQL, R, Python

    What We Offer

    • Be part of an exciting data-driven team
    • Opportunity to propose ideas to improve CEG Operations based on data and have an impact on the Customer Experience
    • Possibility for continuous learning and development through corporate learning programs
    • Young and dynamic multinational team
    • Agoda discount for traveling

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

    go to method of application »

    Workforce Management Planning Analyst (Scheduling/ Forecasting) - Johannesburg, ZA

    Role Overview

    • The Workforce Management Planning Analyst is responsible for the day to day activities of the Workforce Management team.
    • This includes a variety of planning and scheduling activities, making appropriate staffing decisions. Performing deep dive analysis and recommending actions to meet SLAs and KPIs in order to improve operations and customer experience for customers of Agoda, supported through the vibrant, multilingual Customer Experience Group (CEG) over 7 geographical locations.
    • Join the diverse and fun working environment in Agoda Bangkok!

    Responsibilities

    • Analyze contact volume patterns by campaigns, contact group, queues and agents’ skillsets.
    • Work with the Forecasting & Scheduling analyst in developing forecasting models to predict voice contact volume and key call statistics, email volume, and the addition of future media types such as chat.
    • Utilize workforce management software to forecast contact volume and schedule staff. Experience with Workforce Management software, preferably in Verint Impact 360.
    • Communicate necessary real time and proactive adjustments to workforce plan based on changing/dynamic forecasts and re-forecast when necessary.
    • Ensure schedules are generated on a timely manner to maximize effective allocation of resources
    • Collaborate with other departments, team managers, service delivery managers to identify opportunities for improvement of resource utilization
    • Analyzing workload, vacation and absence records, training, meeting and coaching schedules (shrinkage) for on-going historical trend analysis and planning and forecasting purposes.
    • Leading special workforce management-related projects.

    Primary Qualifications

    • Self-motivated person with “Get it done!” attitude, who is eager to learn and improve him/herself
    • Bachelor’s degree or equivalent business experience required.
    • Experience in Verint Impact 360 Workforce Optimization software or similar tool required
    • Experience in Forecasting & Staffing process or in call/contact center operations
    • Excellent planning and time management skills, strong Excel skills are required.
    • Good analytical diagnostic, troubleshooting and data visualization (PowerPoint) skills.
    • Excellent written and verbal English communication skills
    • Experience working with multi-cultural team environment.
    • High level of accuracy and attention to detail
    • Ability to adapt in a fast pace environment
    • Capable to meet deadlines, to work under pressure and with changing priorities
    • Ability to teamwork as well as work independently

    Good to have

    • Experience in Genesys systems
    • Understanding of Customer satisfaction concepts and metrics including Net Promoter Score (NPS), Customer Satisfaction (CSAT), contact center service levels
    • Experience in any of the following programming languages: SQL, R, Python

    What We Offer

    • Be part of an exciting data-driven team
    • Opportunity to propose ideas to improve CEG Operations based on data and have an impact on the Customer Experience
    • Possibility for continuous learning and development through corporate learning programs
    • Young and dynamic multinational team
    • Agoda discount for traveling

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

    go to method of application »

    Resource Planning Analyst (Cape Town, ZA)

    Role Overview

    • The Resource Planning Analyst is responsible for the day to day activities of the Workforce Management team.
    • This includes a variety of planning and scheduling activities, making appropriate staffing decisions. Performing deep dive analysis and recommending actions to meet SLAs and KPIs in order to improve operations and customer experience for customers of Agoda, supported through the vibrant, multilingual Customer Experience Group (CEG) over 7 geographical locations.
    • Join the diverse and fun working environment in Agoda Malaysia!

    Responsibilities

    • Analyze contact volume patterns by campaigns, contact group, queues and agents’ skillsets.
    • Work with the Forecasting & Scheduling analyst in developing forecasting models to predict voice contact volume and key call statistics, email volume, and the addition of future media types such as chat.
    • Utilize workforce management software to forecast contact volume and schedule staff. Experience with Workforce Management software, preferably in Verint Impact 360.
    • Communicate necessary real time and proactive adjustments to workforce plan based on changing/dynamic forecasts and re-forecast when necessary.
    • Ensure schedules are generated on a timely manner to maximize effective allocation of resources
    • Collaborate with other departments, team managers, service delivery managers to identify opportunities for improvement of resource utilization
    • Analyzing workload, vacation and absence records, training, meeting and coaching schedules (shrinkage) for on-going historical trend analysis and planning and forecasting purposes.
    • Leading special workforce management-related projects.

    Primary Qualifications

    • Self-motivated person with “Get it done!” attitude, who is eager to learn and improve him/herself
    • Bachelor’s degree or equivalent business experience required.
    • Experience in Verint Impact 360 Workforce Optimization software or similar tool required
    • Experience in Forecasting & Staffing process or in call/contact center operations
    • Excellent planning and time management skills, strong Excel skills are required.
    • Good analytical diagnostic, troubleshooting and data visualization (PowerPoint) skills.
    • Excellent written and verbal English communication skills
    • Experience working with multi-cultural team environment.
    • High level of accuracy and attention to detail
    • Ability to adapt in a fast pace environment
    • Capable to meet deadlines, to work under pressure and with changing priorities
    • Ability to teamwork as well as work independently

    Good to have

    • Experience in Genesys systems
    • Understanding of Customer satisfaction concepts and metrics including Net Promoter Score (NPS), Customer Satisfaction (CSAT), contact center service levels
    • Experience in any of the following programming languages: SQL, R, Python

    What We Offer

    • Be part of an exciting data-driven team
    • Opportunity to propose ideas to improve CEG Operations based on data and have an impact on the Customer Experience
    • Possibility for continuous learning and development through corporate learning programs
    • Young and dynamic multinational team
    • Agoda discount for travelling

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

    go to method of application »

    Head of Traffic Control

    Role Overview:

    The Head of Traffic Control 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

    go to method of application »

    Resource Planning Manager - Cape Town, ZA

    The Resource Planning Manager is responsible, but not limited, to the following:

    • Drive supply-demand match and mitigation plans for capacity gaps, as well as what-if scenarios to support decision making with a Service and P&L mindset
    • Manage short term changes to both demand as well as supply or constraints to ensure supply availability for callers
    • Detect changes in demand or supply and analyze plan for changes to meet demand need.
    • Manages the schedulers scheduling employees to ensure adequate service level coverage for multiple channels.
    • Coordinates with multiple levels of supervisors and managers to discuss a review scheduling needs and opportunities.
    • Proactively meet with management to review future schedules and past performance.
    • Works in partnership with the forecasting and real-time adherence teams to identify opportunities to improve support of the business lines.
    • Coaching and developing Analysts in the team
    • Administrating the WFO tool (Verint system) and coordinating changes with all stakeholders
    • Prioritizing business needs and requests
    • Directing work of the team to ensure timely execution of tasks
    • Reviewing scheduling and optimizations
    • Interacting with management to review schedule alignment to business needs and forecasts

    We welcome both local and international applications for this role. Full visa sponsorship and relocation assistance available.
    Location: Bangkok, Thailand
     

    go to method of application »

    Resource Planning Manager - Johannesburg, ZA

    The Resource Planning Manager is responsible, but not limited, to the following:

    • Drive supply-demand match and mitigation plans for capacity gaps, as well as what-if scenarios to support decision making with a Service and P&L mindset
    • Manage short term changes to both demand as well as supply or constraints to ensure supply availability for callers
    • Detect changes in demand or supply and analyze plan for changes to meet demand need.
    • Manages the schedulers scheduling employees to ensure adequate service level coverage for multiple channels.
    • Coordinates with multiple levels of supervisors and managers to discuss a review scheduling needs and opportunities.
    • Proactively meet with management to review future schedules and past performance.
    • Works in partnership with the forecasting and real-time adherence teams to identify opportunities to improve support of the business lines.
    • Coaching and developing Analysts in the team
    • Administrating the WFO tool (Verint system) and coordinating changes with all stakeholders
    • Prioritizing business needs and requests
    • Directing work of the team to ensure timely execution of tasks
    • Reviewing scheduling and optimizations
    • Interacting with management to review schedule alignment to business needs and forecasts

    We welcome both local and international applications for this role. Full visa sponsorship and relocation assistance available.
    Location: Bangkok, Thailand
     

    go to method of application »

    Capacity Planning Analyst - Johannesburg, ZA

    Role Overview

    • The Capacity Planning Analyst is responsible for the day to day activities of the Workforce Management team.
    • This includes a variety of planning and scheduling activities, making appropriate staffing decisions. Performing deep dive analysis and recommending actions to meet SLAs and KPIs in order to improve operations and customer experience for customers of Agoda, supported through the vibrant, multilingual Customer Experience Group (CEG) over 7 geographical locations.
    • Join the diverse and fun working environment in Agoda Bangkok!

    Responsibilities

    • Analyze contact volume patterns by campaigns, contact group, queues and agents’ skill sets.
    • Work with the Forecasting & Scheduling analyst in developing forecasting models to predict voice contact volume and key call statistics, email volume, and the addition of future media types such as chat.
    • Utilize workforce management software to forecast contact volume and schedule staff. Experience with Workforce Management software, preferably in Verint Impact 360.
    • Communicate necessary real time and proactive adjustments to workforce plan based on changing/dynamic forecasts and re-forecast when necessary.
    • Ensure schedules are generated on a timely manner to maximize effective allocation of resources
    • Collaborate with other departments, team managers, service delivery managers to identify opportunities for improvement of resource utilization
    • Analyzing workload, vacation and absence records, training, meeting and coaching schedules (shrinkage) for on-going historical trend analysis and planning and forecasting purposes.
    • Leading special workforce management-related projects.

    Primary Qualifications

    • Self-motivated person with “Get it done!” attitude, who is eager to learn and improve him/herself
    • Bachelor’s degree or equivalent business experience required.
    • Experience in Verint Impact 360 Workforce Optimization software or similar tool required
    • Experience in Forecasting & Staffing process or in call/contact center operations
    • Excellent planning and time management skills, strong Excel skills are required.
    • Good analytical diagnostic, troubleshooting and data visualization (PowerPoint) skills.
    • Excellent written and verbal English communication skills
    • Experience working with multi-cultural team environment.
    • High level of accuracy and attention to detail
    • Ability to adapt in a fast pace environment
    • Capable to meet deadlines, to work under pressure and with changing priorities
    • Ability to teamwork as well as work independently

    Good to have

    • Experience in Genesys systems
    • Understanding of Customer satisfaction concepts and metrics including Net Promoter Score (NPS), Customer Satisfaction (CSAT), contact center service levels
    • Experience in any of the following programming languages: SQL, R, Python

    What We Offer

    • Be part of an exciting data-driven team
    • Opportunity to propose ideas to improve CEG Operations based on data and have an impact on the Customer Experience
    • Possibility for continuous learning and development through corporate learning programs
    • Young and dynamic multinational team
    • Agoda discount for traveling

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

    go to method of application »

    Principal Designer – Mobile Apps

    What We’re Looking For
    You will establish a shared vision, creating compelling stories and setting a world class creative direction for our mobile apps platform. You will inspire the teams around you, leading by example and becoming a mentor and role model for your fellow designers. You hold the highest craft principles, inspiring teams around you with outstanding design solutions.
    You are passionate about developing design strategies, based off of insights of real people, you have the mastery of craft to turn these insights into beautifully designed products and inspires the organization by showing/prototyping what is possible before it is built.

    • Lead design visions across the entire product lifecycle and multiple product launches. You set the vision for the user experience and create the space for others to collaborate. You create multiple ideas and use creative storytelling techniques to inspire teams around you.
    • Let users lead the way. Our users inform where we are going. Our teams focus on listening to users, and letting their needs guide us to the best solutions. It’s important for us to know we are solving for real people and not just the loudest voice in the room.
    • Work across multiple teams. You’ll partner closely with engineering, product, and business folks to find elegant but practical solutions to design challenges. You’ll provide the thought leadership to inspire and develop the right product strategy. Together, you’ll solve problems and come up with solutions that delight our users.
    • Be autonomous. You’ll take full ownership your work, and you take responsibility for every last detail, every step of the way.
    • Be hands-on with the work. Conceptualize, execute, and steward product experiences across multiple business areas
    • Advocate for systems thinking, create northstar vision, sketch, wireframe, create mockups/prototypes that help the team go quickly from concept to execution
    • Grow, lead and mentor a team of product designers
    • Can think at all layers, from product (system) design, to interaction, to beautiful pixels
    • Demonstrated success in designing and delivering compelling products in a high growth, fast pace rapidly changing environment
    • Sell design strategy and conceptual ideas and rationale to senior executives, demonstrating how design solutions achieve measurable business results and engage and delight our customers
    • Collaborative mindset and interest in working with product and engineering teams to build and ship products

    Qualifications

    • You have at least 10+ years of experience designing at consumer-focused tech or media companies and 3+ years of design leadership experience at a technology or consumer experience
    • You are an incredible designer with amazing design chops. You’ve shipped many consumer products over the years, and understand what it takes to create awesome, consumer-oriented experiences.
    • Deep understanding of Apple’s human interface design guidelines, Android design and other mobile platform designs, including Google’s material design.
    • Strong ability to recognize and predict use-cases and user interaction, including happy path, edge and corner cases, and incorporate them into designs.
    • You’re a great communicator. You have the communication skills to help set up frameworks and brainstorm initial design concepts. You also have the ability to mentor others to deliver work, and make strategy come to life. You have the ability to communicate with cross functional teams, PMs, Designers and Engineering teams.
    • You have a people-focused design mentality. Even though you have incredible chops, you are constantly looking to hone your design instinct through user feedback. Whether through hands-on user research, or by designing options for an A/B test.
    • An online portfolio or samples of work that demonstrate experience delivering high-quality mobile app/web products in an agile environment
    • Proven experience growing and leading multi-disciplinary design teams
    • Excellent communication, presentation, and interpersonal skills with fluency in English
    • Bachelor’s degree in human-computer interaction (HCI) or related design discipline

    Method of Application

  • Send your application

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