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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...
    Read more about this company

    Real Time Analyst – Customer Experience Group

    Role Overview
    The Real Time Analyst is responsible for overseeing intraday Contact Center performance. The Real Time Analyst will be responsible for tracking metrics and creating/manipulating reports within Excel and SharePoint. The ideal candidate will possess intermediate to expert level knowledge of Excel, strong knowledge of a contact center environment.

    Responsibilities

    • Provide support, through the use of technology and tools (dashboards) in line with agreed processes, to monitor contact volume traffic in order to identify performance exceptions requiring both short term (intraday) and longer term (agent scheduling) attention.
    • In collaboration with the Technology, Operations, and Management team to execute system modifications (e.g., break management, schedule updates and skillset changes) and/or issue procedural notifications based on trigger events (e.g., average handle time (AHT), volume, absenteeism, etc.)
    • Ensure in collaboration with WFM/Schedulers, accurate and timely agent schedules.
    • Assist Operations to help provide greater focus on real-time/intraday agent productivity, performance exceptions and schedule adherence
    • Support Operations to help better manage intraday business performance to meet or exceed SLA and KPI targets
    • Input intraday scheduling exceptions as required (e.g. training, meetings, coaching, overtime, etc.), through the Verint WFM Tool in coordination with Learning and Development Team and Operations
    • Track, update as needed, and report operational results e.g., schedule variance, overtime, occupancy, agent productivity, etc.
    • Ensure that Operations is provided with a mid-shift and end of shift log detailing operational performance, system outages, internal misses, no call/no show and absenteeism information. Frequency of reporting may vary based on lines of business’ hours of operation.
    • Participate as required in any status and/or strategy meetings to provide detailed program data as necessary.
    • Business continuity of existing operational reports being completed as required to meet the needs of Operations and Management

    Primary Qualifications

    • Bachelor’s degree or equivalent business experience required
    • Experience in a contact center
    • Basic knowledge of management processes, concepts and principles (i.e. staffing projections, scheduling, service level analysis, metrics monitoring)
    • Basic call center-specific software and applications knowledge of Genesys Pulse and Verint WFM
    • Intermediate to expert level knowledge of Microsoft Excel
    • Knowledge of Microsoft Word and PowerPoint

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

    go to method of application »

    Real Time Analysis Manager

    Role Overview:

    The Real Time Analysis 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

    We support relocation package to Bangkok, Thailand and this is not a remote position.

    go to method of application »

    Global Service Operations Manager

    Overview
    Agoda's Customer Experience Group (CEG) is a 2,700+ strong organization spread globally across 10 countries providing multi-channel and multi-language contact center support to its customers. It is an exciting time for CEG as it expands to support the growth of new and existing markets and products. Whilst to date Agoda has been focused on providing best-in-class access to hotel and non-hotel accommodation. We are also to provide access to airline travel.
    This role requires a high level of personal and professional skills associated with a fast-paced customer service environment. The ideal candidate will bring a vision, a sense of curiosity, a passion for travel, strong interpersonal skills, keen analytical skills, a tech-centric mindset, and a willingness to lead by example. The ability to "tell a story," analyze and visualize data, drive efficiency is a job requirement.
    This position is open to both local and foreign candidates, and we will provide a relocation package for the right candidate, ensuring a smooth transition to working and living in Bangkok.

    Responsibilities

    • Drive customer, and improve the way we work across CEG.
    • Accountable for the QA function, setting the vision for the team, ensuring the QA team deliver with rigor, providing useful and meaningful insight, and collaborates actively with the operating teams
    • Providing customer operations insight: working with relevant analytics teams to explain movement in key metrics and identify and bring focus to customer or efficiency hotspots across the service teams.
    • Operations ownership for key cross-language work segments, responsible for improving this work (not the people delivery, which is performed in the various operations sites).
    • Establishing and operating to service level agreements between our non-Agoda B2B partners and us.
    • Operational support leadership: bringing operational cadence and organization to regular operations checkpoints, ensuring the right operating and support groups come together around and remain focused on the metrics that matter.
    • Continuously seek out new ways to provide more efficient and effective customer outcomes
    • Develop and continuously improve contact center operational strategies and procedures as part of the Customer Service leadership team
    • Creating and nurturing a team culture that is highly engaged and effective
    • Delivering to efficiency, customer satisfaction, and workforce effectiveness objectives.
    • Work collaboratively with the CEG and broader Agoda teams to deliver better together
    • Be a champion of the Agoda' experiment and measure' culture
    • Communicating and connecting local teams to the Agoda/CEG strategy
    • Prepare operations performance reviews, using data to support and present findings in clear and meaningful ways.
    • Work closely with a global network of professionals all focused on managing the Agoda brand
    • Be unafraid to ask for help, be willing to fail-fast and willing to take a risk when the need arises
    • Ensure a safe, friendly working environment
    • Ensure company compliance initiatives are in place and monitorable, both at the local and international level
    • Embrace the Agoda Mission and Values


    Qualifications

    • Significant service and leadership experience working with customer service teams.
    • Strong background in Contact Center / BPO activity. 8+ years of experience in call center with at 4+ years of people leadership experience.
    • Excellent verbal and written communication skills in English, able to simplify and communicate complex topics using data
    • Comfortable using data to make, drive and communicate decisions
    • Ability to work with very minimal guidance or supervision in a time-critical environment
    • Excellent listening skills, critical-thinker with attention to detail
    • Excellent personal and interpersonal skills to interact with a variety of individuals, including building strong partnerships with other departments
    • Must be able to handle multiple projects and effectively manage different timelines
    • Must be an assertive team player with high energy to work in a fast-paced environment


    Good to have

    • Six Sigma or similar certification
    • Experience working with and managing a multi-channel environment (telephone, email, chat, social media) highly preferred
    • University bachelor's degree or higher
    • Experience working in Agile projects
    • Working knowledge of SQL

    Location: Bangkok, Thailand

    go to method of application »

    Manager - Workforce Management (Forecasting/ Scheduling) - Johannesburg, ZA

    The Manager - Workforce Management (Forecasting/ Scheduling) 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 »

    Manager - Workforce Management (Forecasting/ Scheduling) -

    The Manager - Workforce Management (Forecasting/ Scheduling) 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 »

    Head of Command Center - Johannesburg, 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

    We support relocation package to Bangkok, Thailand and this is not a remote position.

    go to method of application »

    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

    go to method of application »

    Accommodation Services Manager (Contact Center)

    Role Purpose
    As an Accommodation Services Manager (Call Center/Contact Center), the key objective is to establish and manage relationship to our partners by providing excellent service. Drive the team to achieve qualitative and qualitative goals and always ensure alignment of individual and business goals through constant communication, training and monitoring of team, in order to provide excellent service to our partners.

    Responsibilities Of The Role

    • Maintains and improves Accommodation Services operations for our accommodation partners by monitoring system performance; identifying and resolving problems; preparing and competing action plans; completing system audits and analyses; managing system and process improvement and quality assurance programs; installing upgrades.
    • Implement and help improve procedures for ongoing operation of onboarding listings
    • Implement and help improve procedures for ongoing support to Partners
    • Assist Supply Innovation team with project tasks to improve communication and efficiencies between departments and markets
    • Share and seek out best practices and knowledge
    • Identify prioritize and resolve operational issues
    • Assist with training materials for external and internal users
    • Implement tools for the regular tracking, review and reporting of performance of teams in delivering KPIs and targets
    • Share relevant data and information with internal and external partners to ensure a high level of communication and feedback to optimize performance. Recruit, develop, manage, retain, lead staff to ensure adherence to all targets and KPIs and SLAs and to ensure that attrition levels are kept at a minimum
    • Coach, mentor, motivate and evaluate the performance of the Supervisors and their teams on a regular basis
    • Ensure that the working environment is in line with the vision, mission and values.
    • And other responsibilities

    Qualifications/Experience

    • Bachelor or equivalent degree required
    • Minimum 7 years working experience
    • At least 4 years of senior supervisory experience in a contact center environment including SLA management
    • Proven track record in people and performance management
    • Strong communication skills with fluency in English& Japanese
    • Intermediate to advanced Excel skills

    Competencies/Skills

    • Strong problem solving and prioritization skills
    • Strong analytical and interpersonal skills
    • Adaptable to new technologies, quick learner
    • Excellent written and verbal communication skills along with a strong ability to convince
    • Thinks out of the box in finding and convincing agencies
    • Autonomous and result driven
    • Navigates well in dynamic work environments
    • Team player, professional “get it done” attitude and work ethic
    • Strong attention to detail
    • Energetic and driven personality
    • Adapts well to and is energized by change
    • Proven experience and knowledge in effective hiring, training, coaching and people management practices

    RECRUITMENT AGENCIES PLEASE NOTE, we have a strict PSL in place and we will only accept applications from agencies/business partners that have been invited to work in this role through the Greenhouse portal.
    Candidate CV's not submitted through our Greenhouse portal or submitted directly through to managers or HR will be considered unsolicited and will be treated as gifts and no fee will be payable.
    We thank you for your cooperation in this matter.

    Method of Application

  • Send your application

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