• Learning and Development Specialist - Flights (BKK or KUL) Jobs in Thailand - 973134

    Agoda Company Pte. Ltd
  • 3 - 5 Years
  • Thailand - Bangkok
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  • Posted above 1 month
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  • Job Applicants: Less than 10

Job Description

The Learning & Development team is an organic part of Customer Experience Group (CEG)’s daily operations owning new hires’ job readiness, on-the-job and continuous development
We also impact operations and customer experience through a series of developmental activities

As a Learning & 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 teamIn 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 serviceThe position requires you to provide extensive training, coaching, share best people management practices and contribute with ideas for continuous organizational development
Key Result Areas

Planning and identification of Training Needs
Planning is a key responsibility of the learning and development specialist Assess the team’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 goalsAgree on training objectives, deliverable & expected impact with Ops + L&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 etcPlan / use metrics to quantify the impact of the training programs
Training Design & Delivery
Design 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 & processes
Agent Self Development – Impacting Retention Efforts
Help 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 & maintain motivation to learn and develop for our customer support specialists
Evaluation & Assessment
Evaluate 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 effectiveTrack, analyze & report the attendance and progress of all attendees in liaison with the management teamUpdate own job knowledge by studying industry best practice & 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, GalileoAt 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 preferred
Required 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 detailWork hours flexibility (able to work in shifts occasionally)Able to operate Microsoft applicationsKnowledge of e-learning
Key competencies we are looking for
Excellent command of English and your supported languageExcellent communicator at all levelsVery good people skills (High EQ)Confident public speakerLogical thinkerSolid knowledge of CEG procedures

Profile Summary

Type:Company Job

Role:Senior Executive


Salary:Not Disclosed

Deadline:30th Dec 2019

Company Profile

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.

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