Learner Experience Facilitator (Kuala Lumpur based)

Kuala Lumpur, Malaysia

Learner Experience (LX) Facilitator, Talent Development (TD) 

The Opportunity:  

Agoda’s 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.  

LX’s mission is to develop and enable agent high performance and growth, in support of business objectives and priorities.   

This role sits within the TD 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 for 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). 

What you’ll Need to Succeed: 

• Must have GDS knowledge
• Ideally contact center/customer service experience 

• Adult learning theory comprehension 

• Has a 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 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  

• Proficiency in MS Office (Excel and PowerPoint) 
• Is a team player and collaborative, supporting colleagues and team members to achieve common goals.
• Flexibility and a sense of humor a must! 

Location: KUL Based only. No relocation/visa support provided for this role.