Program Manager

1 day ago

Bangkok, Bangkok, Thailand Agoda Full time
We seek a skilled Talent Development Project Manager to lead the design and implementation of L&D solutions that support key strategic priorities and enhance customer care.

About Agoda

Agoda is a leading online travel booking platform that connects travelers with a global network of hotels and holiday properties worldwide.

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.

Key Responsibilities

  • Lead learning projects for customer service agents and leaders introducing them to new processes, tools, and system enhancements.
  • Create processes to capture the usage and effectiveness of the learning product or program and manage iterations to deliver better business results.
  • Use data to influence decisions relating to training, tools, and processes.
  • Report on analytics related to adoption, usage, and impact of learning products and programs.
  • Create learning programs to upskill customer service agents and leaders on new improved systems and processes.
  • Analyze data to ensure that the outputs of processes are achieved; identify key issues and risks, report accordingly to management and propose solutions.
  • Ensure constant communication between project teams and other stakeholders.
  • Collaborate with project teams comprised of instructional designers, content developers, and subject matter experts.

Requirements

  • Excellent project management skills, with a proven track record of managing complex, fast-paced projects.
  • Ability to work with ambiguity and without constant direction or supervision.
  • A process-driven approach to work with demonstrable ability to create and implement SOPs.
  • Experience in managing new hire programs in a contact center environment, supporting multiple channels.
  • Good understanding of contact center operations KPIs and metrics.
  • Have a data-driven and scientific approach to decision making and problem-solving.
  • Basic knowledge of SQL is a plus.
  • The ability to maintain constructive work relationships with employees across all functions and at all levels.
  • Fluency in English is required, and additional languages are a plus.
  • Flexibility and a sense of humor are essential.

Education

A bachelor's or master's degree in a related subject is required.

We are an equal opportunity employer, 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.

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