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Verint Principal, WFM (Bangkok Based | Relocation provided)
Apply NowBangkok, Thailand
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.
PURPOSE OF THE ROLE
The Verint Principal, WFM, is a senior role, responsible for leading the design, implementation, and optimization of Verint systems to enhance the efficiency and effectiveness of Agoda’s contact center operations. This role requires a deep understanding of Verint solutions, contact center operations, and workforce management processes and the ability to architect and deliver Verint tooling solutions, to support our Contact Centre’s objectives and key deliverables.
Success in this role requires a strategic mindset, exceptional analytical skills, strong ability to delivery results, and the ability to effectively communicate and collaborate with stakeholders at all levels of the organization. The role holder must be adept at navigating complex challenges, fostering a culture of continuous improvement, and driving results that contribute to the organization’s success.
ACTIVITIES PERFORMED ON THE JOB
- System Design and Implementation:
- Lead the design and deployment of Verint systems to support contact center operations.
- Collaborate with IT and WFM teams to ensure seamless integration with existing systems and processes.
- Develop and maintain system documentation and architecture diagrams.
- Optimization and Maintenance:
- Monitor system performance and implement enhancements to improve efficiency and effectiveness.
- Troubleshoot and resolve technical issues related to Verint systems.
- Ensure system compliance with organizational policies and industry standards.
- Project Management:
- Lead and manage Verint-related projects, ensuring timely delivery and alignment with business objectives.
- Coordinate with cross-functional teams to gather requirements and deliver solutions that meet business needs.
- Stakeholder Collaboration:
- Work closely with contact center managers and WFM analysts to understand operational challenges and provide technical solutions.
- Conduct training sessions and workshops to enhance user understanding and utilization of Verint systems.
- Innovation and Strategy:
- Stay updated with the latest Verint technologies and industry trends.
- Propose and implement innovative solutions to improve contact center performance and customer experience.
- Reporting and Analysis:
- Develop and maintain dashboards and reports to provide insights into contact centre performance.
- Analyze data to identify trends and recommend strategies for improvement.
- Continuous Improvement:
- Drive continuous improvement initiatives in workforce management practices and tooling by leveraging analytics, industry best practices, and feedback from stakeholders.
- Risk Management:
- Identify potential risks in workforce planning processes, that may impact service levels, customer satisfaction, or operational efficiency. Develop and implement mitigation strategies to address these risks proactively.
- Personal Management:
- Remain up to date with important company/team/department updates, requirements.
- Act in the best interests of the organization: ensuring we operate with absolute integrity and compliance with all legal obligations or compliance requirements.
- Be an active and constructive Agoda team member: Always being respectful to others and seeking to be better together.
- Aim to understand, then meet and exceed the expectations agreed with your manager.
EXPECTATIONS – BEHAVIORS AND VALUES
Behavior |
Definition |
Strategic Roadmap and Planning
|
|
Innovation / Improvement |
|
Business Partnering / Stakeholder Management |
|
Delivery / Execution |
|
COMPETENCIES REQUIRED
Analytical Ability & Problem Solving |
Can visualize, articulate, conceptualize, or solve both complex and uncomplicated problems using the data available. |
Decision making ability |
Set a course of action purposely chosen from different alternatives to achieve company objectives. |
Effective communication (Verbal and written) |
Delivers, receives, and interprets ideas and information, presents information appropriately to a diverse range of audiences, and influences partner decisions Excel/Power Point Skills |
Flexibility and Agility |
Can adjust behavior to new information and changing circumstances. Be open to new ways of doing things and always experiment with new methods. Works effectively in a dynamic environment. |
Listening and influencing |
Practices attentive and active listening. Can influence strategies that persuade key stakeholders to take action that will promote shared interests and business goals. |
Process Improvement |
Organize, evaluate, plan, and implement improvements in our internal and external processes and practices. Actively work on creating better processes once changes take place. |
Reporting |
Be able to confidently give a written account of business metrics, projects and team performance based on data, observations, or investigations. |
Result driven |
Driving high standards to accomplish challenging goals. Works hard to achieve them. |
Time / workload management & prioritization |
Creating a work environment where tasks and responsibilities are accomplished successfully within the time available. |
People training |
Identify training needs, create, and develop trainings to help team member’s specific knowledge or skill to improve performance in their current roles. |
Presentation |
Clearly conveys information and ideas through a variety of media to individuals or groups in a manner that engages the audience and helps them understand and retain the message. |
Team level KPI management |
Create and execute a team KPI plan designed to help achieve and evaluate the success in reaching the company goals. |
NICE TO HAVE:
- Experience working in a Contact Centre Workforce Planning Team.
- Experience in presenting to Director-level stakeholders.
- Project Management qualifications (e.g. Prince or Six Sigma).
QUALIFICATIONS, EXPERIENCE AND TRAININGS REQUIRED
Qualifications |
|
Experience |
Minimum of 5 years of experience in Verint system engineering or a similar role. |
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 person’s 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.
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