The Learning & Development team is an organic part of Customer Experience Group (CEG)’s daily operations owning new hires’ job readiness, on-the-job and continuous development.
We also impact operations and customer experience through a series of developmental activities.
*** This position can be based in Bangkok or Kuala Lumpur. Visa sponsorship and relocation support will be provided to the successful candidate.***
- As a Learning & Development Specialist, you will support both determined business objectives (KPIs) as well as employee career development through learning programs across contact centers but with a focus on your respective team.
- In this position, you will work closely with the operations management team and liaise with the relevant Agoda departments to ensure that CEG Operations personnel reflect consistent standards of product knowledge, communication skills as well as the self-motivation to provide outstanding service.
- The position requires you to provide extensive training, coaching, share best people management practices and contribute with ideas for continuous organizational development.
Key Result Areas
Planning and identification of Training Needs
- Planning is a key responsibility of the learning and development specialist. Assess the team’s current skill levels and compare them with the skills required to meet both current and future business objectives. Plan and evaluate the resources needed to meet training and development goals.
- Agree on training objectives, deliverable & expected impact with Ops + L&D Management in order to develop effective skills training programs across the contact centers. You will be required to deliver core training modules including customer service, TOP procedures etc.
- Plan / use metrics to quantify the impact of the training programs
Training Design & Delivery
- Design and deliver tailored training programs (including e-learning) to enhance, correct or bridge skills gaps
- Carry out on the job one-to-one training follow up and coaching sessions to meet specific training and development needs as necessary
- To create and execute remote learning programs for all our locations as required
- To help create and continuously upskill training platforms / tools & processes
Agent Self Development – Impacting Retention Efforts
- Help onboard our new hires by giving them the confidence to successfully complete their new hire training
- Bring in industry best practices to help localize our Training methodology to cater for various cultural learning practices
- Help create & maintain motivation to learn and develop for our customer support specialists
Evaluation & Assessment
- Evaluate all training carried out to ensure that all the knowledge acquired during the training has been successfully transferred back to the workplace, and that the training has been relevant, informative and effective.
- Track, analyze & report the attendance and progress of all attendees in liaison with the management team
- Update own job knowledge by studying industry best practice & participating in training activities
- Support the work done through additional training courses by providing one-to-one coaching. This would also assist in the identification of further learning needs.
- Proficiency in Global Distribution Systems preferably Sabre, Amadeus, Galileo.
- At least 1 year experience in learning and development
- At least 2 years experience working for a travel agency or contact center for an airline or OTA
- Experience as Tier 2 or Tier 3 support for an airline or OTA is preferred
- Be a great communicator and work well with people
- Ability to lead change with positive and proven results
- Excellent listening skills, critical-thinker with attention to detail.
- Work hours flexibility (able to work in shifts occasionally)
- Able to operate Microsoft applications
- Knowledge of e-learning
Key competencies we are looking for:
- Excellent command of English and your supported language
- Excellent communicator at all levels
- Very good people skills (High EQ)
- Confident public speaker
- Logical thinker
- Solid knowledge of CEG procedures
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