L&D Program Manager (Based in Bangkok)

Bangkok, Thailand

Overview

Agoda’s Customer Experience Group (CEG) is a 2,000+ strong organization spread globally across nine countries in 4 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.

We are currently seeking to hire an L&D Program Manager. This position will be placed within CEG with a primary function to design, implement and measure the impact of L&D solutions that are targeted to improve the performance and experience of customer service agents.

This role is based in our Bangkok office as part of the CEG L&D team. We are a team of L&D professionals who provide innovative and impactful learning solutions on a global scale.

In This Role, You’ll Get To

• Design, build and manage new hire onboarding program & continuous learning for customer service agents.
• Create processes related to the capture and processing of content, as well as the usage and maintenance of program.
• Determine the best mediums to share different forms of learning content through innovation and experimentation.
• Use data to influence decisions relating to training, tools, and processes.
• Manage different L&D solutions projects targeted around improvement of NHO.
• Lead project teams comprised of instructional designers, content developers and subject matter experts to deliver at speed.
• Evaluate the effectiveness of the onboarding program using data analysis and manage iterations to deliver better business results.

Success in the role will initially be measured by on-time delivery of action items related to the above. In the long-term, success will be measured by efficiencies gained and quality provided by CEG employees as seen in increased KPI scores. 

What You’ll Need To Succeed

• Excellent project management capability is essential for this role. A proven track record of managing complex global projects is a must.
• Be an expert in learning design & deployment.
• Analytical bend of mind with keen interest in solving business problems with clear impact.
• 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 (voice, email, and chat).
• Good understanding of learning infrastructure and relevant domain-specific technology solutions, maintenance, and best practices.
• Good understanding of contact center operations KPIs and metrics.
• Have a data-driven and scientific approach to decision making and problem-solving.
• The ability to maintain constructive work relationships with the employees across all functions and at all levels.
• Fluency in English a must and additional languages a plus.
• Flexibility and a sense of humor are a must.

Education

It is required that the person in this role should possess a bachelor’s or master’s degree in a related subject.

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