The Learning and Development team is an organic part of Customer Experience Group CEG and rsquo s daily operations owning new hires and rsquo job readiness on-the-job and continuous development We also impact operations and customer experience through a series of developmental activities OverviewAs a Learning and Development Specialist you will support both determined business objectives KPIs as well as employee career development through learning programs across contact centers but with a focus on your respective team In this position you will work closely with the operations management team and liaise with the relevant Agoda departments to ensure that CEG Operations personnel reflect consistent standards of product knowledge communication skills as well as the self-motivation to provide outstanding service The position requires you to provide extensive training coaching share best people management practices and contribute with ideas for continuous organizational development Key Result AreasPlanning and identification of Training NeedsPlanning is a key responsibility of the learning and development specialist Assess the team and rsquo s current skill levels and compare them with the skills required to meet both current and future business objectives Plan and evaluate the resources needed to meet training and development goals Agree on training objectives deliverable and expected impact with Ops L and D Management in order to develop effective skills training programs across the contact centers You will be required to deliver core training modules including customer service TOP procedures etc Plan use metrics to quantify the impact of the training programsTraining Design and DeliveryDesign and deliver tailored training programs including e-learning to enhance correct or bridge skills gapsCarry out on the job one-to-one training follow up and coaching sessions to meet specific training and development needs as necessaryTo create and execute remote learning programs for all our locations as requiredTo help create and continuously upskill training platforms tools and processesAgent Self Development and ndash Impacting Retention EffortsHelp onboard our new hires by giving them the confidence to successfully complete their new hire trainingBring in industry best practices to help localize our Training methodology to cater for various cultural learning practicesHelp create and maintain motivation to learn and develop for our customer support specialistsEvaluation and AssessmentEvaluate all training carried out to ensure that all the knowledge acquired during the training has been successfully transferred back to the workplace and that the training has been relevant informative and effective Track analyze and report the attendance and progress of all attendees in liaison with the management teamUpdate own job knowledge by studying industry best practice and participating in training activitiesSupport the work done through additional training courses by providing one-to-one coaching This would also assist in the identification of further learning needs Minimum Requirements Proficiency in Global Distribution Systems preferably Sabre Amadeus Galileo At least 1 year experience in learning and developmentAt least 2 years experience working for a travel agency or contact center for an airline or OTAExperience as Tier 2 or Tier 3 support for an airline or OTA is preferredRequired skills Be a great communicator and work well with peopleAbility to lead change with positive and proven resultsExcellent listening skills critical-thinker with attention to detail Work hours flexibility able to work in shifts occasionallyAble to operate Microsoft applicationsKnowledge of e-learningKey competencies we are looking for Excellent command of English and your supported languageExcellent communicator at all levelsVery good people skills High EQConfident public speakerLogical thinkerSolid knowledge of CEG procedures
Type : Company job
Role : Senior Executive
Industry : Travel/Tourism
Salary : Not Disclosed
At Agoda, we believe that our people are our biggest strength. We work hard and have fun, and we choose people who are dedicated to making things great. We believe it, and we prove it, every day, in our lives at work and outside. We celebrate our diversity, and whether you’re into sport, music, family, or creative anachronism, at agoda you can be who you want to be.
Founded in 2005, and still headed by our co-founder, Agoda is dedicated to doing things the right way and not the easy way – something that has guided every Agoda decision since its inception, and which remains a cornerstone of Agoda’s company culture today. Teams collaborate closely, whether it’s across the room or across the world, and we encourage communication to be open, frequent, and constructive.
Agoda became part of Priceline Group, the world’s leader in online travel and related services in 2007.