Learner Experience Facilitator

Job Description

Pune

About Agoda

Agoda is an online travel booking platform for accommodations, flights, and more. We build and deploy cutting-edge technology that connects travelers with a global network of 4.7M hotels and holiday properties worldwide, plus flights, activities, and more. Based in Asia and part of Booking Holdings, our 7,100+ employees representing 95+ nationalities in 27 markets foster a work environment rich in diversity, creativity, and collaboration. We innovate through a culture of experimentation and ownership,enhancing the ability for our customers to experience the world.

Our Purpose Bridging the World Through Travel

We believe travel allows people to enjoy, learn and experience more of the amazing world we live in. It brings individuals and cultures closer together, fostering empathy, understanding and happiness.

We are a skillful, driven and diverse team from across the globe, united by a passion to make an impact. Harnessing our innovative technologies and strong partnerships, we aim to make travel easy and rewarding for everyone.

Get to Know our Team:

The Customer Experience Group of Agoda effectively serves our customers and partners to ensure satisfying results. This great task is accomplished with the support of our Global Service Vertical team. We serve as the backbone for Customer Experience Groups global operations. Our team is comprised of project managers, process owners, analysts, and talent management. Together we work nonstop to improve the quality and efficiency of our customer and partner support processes. Working with the Global Service Vertical team is a great opportunity to collaborate with various stakeholders and develop initiatives with our sister companies and external partners all over the world. We are a very data-driven environment, eager to move fast and learn through experimentation. A clear focus on supporting our customers and partners is bolstered by a strong, entrepreneurial culture that enriches us and Agodas business performance.

The Opportunity:

Agodas Customer Experience Group (CEG) is a 4000+ strong organization spread globally across nine countries in four continents. As CEG continues to grow, we realize the need for more robust learning and development processes and practices, in order to gain operational efficiencies and deliver top-quality customer care.

L&Ds mission is to develop and enable agent high performance and growth, in support of business objectives and priorities.

This role sits within the LX team; the team is responsible for the quality and effectiveness of all learning experiences through motivated and skilled facilitation, innovation, and continuous improvement.

In this role, you will be responsible for:

- New Hire Onboarding (NHO) Wave performance and ownership

- Quality and effective facilitation for in-person, remote and hybrid learning experiences
- Quality coaching & feedback for agents during OJT and Nesting
- Engagement and motivation of new hires
- Wave Analysis, reporting and communication with stakeholders (TMs) identifying areas of focus targeting OJT, Nesting and afterwards
- Collaboration and partnering with TMs to improve new hire performance and their onboarding experience
- Keeping up to date with key business priorities and how they can be messaged through NHO
- Proactive feedback and suggestions for continuous improvement within NHO delivery
- Continuous Learning (CL) Facilitation
- Facilitating all continuous learning experiences, ranging from global rollouts to skills development
- Supporting TTT initiatives where needed, may include BPO or partner onboarding
- Proactive feedback and suggestions for continuous improvement within CL delivery
- Keeping up to date with changes in information/policies/procedures through product and procedural immersions (ie contact handling/memo completion etc).

Success in the role will initially be measured by on-time and quality delivery of action items related to the above.

What youll Need to Succeed:

- Must have skill: GDS/Airlines Preferred, OTA Required
- Ideally contact center/customer service experience
- Adult learning theory comprehension
- Has strong interest in facilitation and how adults learn combined with an interest in agent performance and enabling it through learning activities
- Want to see others succeed and grow in their facilitation skills
- The ability to develop effective working relationships with stakeholders and other teams within and beyond L&D
- Comfortable working with numbers and in making reasoned decisions that are logical, data-driven and well thought out
- Fluency in English and excellent written and verbal communication skills are required, additional languages are a plus
- Good understanding of learning infrastructure and relevant domain-specific technology solutions, maintenance, and best practices
- Is a team player and collaborative, supports colleagues and team members to achieve common goals
- Positive, can-do attitude

Equal Opportunity Employer

At Agoda, we pride ourselves on being a company represented by people of all different backgrounds and orientations. We prioritize attracting diverse talent and cultivating an inclusive environment that encourages collaboration and innovation. Employment at Agoda is based solely on a persons merit and qualifications. We are committed to providing equal employment opportunity regardless of sex, age, race, color, national origin, religion, marital status, pregnancy, sexual orientation, gender identity, disability, citizenship, veteran or military status, and other legally protected characteristics.

We will keep your application on file so that we can consider you for future vacancies and you can always ask to have your details removed from the file. For more details please read our privacy policy.

Disclaimer

We do not accept any terms or conditions, nor do we recognize any agencys representation of a candidate, from unsolicited third-party or agency submissions. If we receive unsolicited or speculative CVs, we reserve the right to contact and hire the candidate directly without any obligation to pay a recruitment fee.

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