Job Description
Get to Know our Team:
The Customer Experience Group Technology (CEG Tech) team is responsible to ensure smooth delivery of information systems across a global network of multi-channel Contact Centers. We operate in 10 different countries, whether in the office, working remotely, or traveling, we enable everyone to stay connected.
The Opportunity:
We at Agoda believe that great ideas can start everywhere. Ideas need to be d, prioritized, and built in a sustainable way. Hence, our team's mission is to make these great technical ideas reality and ensure they can adjust and grow with new business challenges.
For our team in Bangkok, we are looking for a passionate person to ensure smooth technical implementation and technical follow up of Projects and initiatives in the Customer Experience Group.
The candidate is part of a virtual team supporting all our teams across the globe in an exciting, multicultural environment. You will report to one of our Project Managers of Contact Center Technology in our IT department.
In this Role, you'll get to:
- Have exposure to great ideas / projects and such who might have great potential.
- Define - together with others - on the impact of changes and the impact on other projects.
- Analyze and plan together with our project managers what is needed in order to make the project a success.
- Compare the new project to former visions and workflows to find the best match on the way forward.
- Assist in planning the defined steps include follow up on confirmed delivery dates with our internal teams (and external partners).
- Test, test, test. Once a part of the solution is delivered / developed by our team your major role starts. Try, analyze, document, and keep track and feedback on the outcome.
- Work with different teams to ensure deliver better together and change done right. This includes, but is not limited to, our Learning and Development department, change enablement leads, standard operating procedures team. Also, our BPO partner(s) need to be involved and changes done need to suit their workflows.
- Assist stakeholders and users - close to, meanwhile and after the live date.
- Revisit the project to ensure all parts of the project plan are covered (shortly after launch and in regular intervals).
- Structure and present post implementation reviews including what went well / what did not go well / what can be done to ensure it works well next time.
- Become a SME (subject matter expert) over time, so your knowledge will be needed also outside the job scope (example, when technical or non-technical global incidents happen). At this moment your help and knowledge might be essential.
What you'll need to succeed:
- The ideal candidate is self-organized, pays attention to details but is also able to see the bigger picture to understand the right focus.
- Being a team player, exhibiting professionalism and having problem solving skills combined with the willingness to learn new tools is indispensable.
- Ability to prioritize, multi-task, and perform effectively under pressure.
- Having knowledge in tools we use in todays operation (like Genesys, Live Person, Verint, Zendesk. ) as well as our virtual software solution (Parallels) would be desired.
- Understanding operational procedures and the human factor by being an agent before would help you to understand our audience better, however, it's not a hard requirement.
- The ability to clearly articulate technical issues to both technical and non-technical audiences and to explain the impact in business is essential.
- Excellent verbal and written communication skills in English.
- Basic knowledge in contact center environments (Inhouse vs BPO, common success metrics like SLA or ASA, dedications, work force management)
- Being adaptable - you are calm and effective under pressure, able to quickly pivot, excel at task prioritization and evaluation of situational urgency.
- Have a strong analytical mindset, being positive and with an open attitude with a desire to succeed and grow within a challenging role.
- Exposure to data-centric environments (reporting skills, data aggregation & analysis, using data to identify problems and propose solutions/workarounds).
- Being engaged - fast-paced, high-pressure startup environments excites you.
Job Details
Employment Types:
Industry:
Function:
Roles:
About Agoda
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 more than 2.5 million accommodations globally. Based in Asia and part of Booking Holdings, our 4,000+ employees representing 90+ nationalities 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.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.
Wewill keep your application on file so that we can consider you for future vacancies and you can always ask to have your details removed from the file. For more details please read our privacy policy.
To all recruitment agencies: Agoda does not accept third party resumes. Please do not send resumes to our jobs alias, Agoda employees or any other organization location. Agoda is not responsible for any fees related to unsolicited resumes.
#LI-Hybrid
Similar Jobs
People Also Considered
Career Advice to Find Better
-
Interview Tips
-
Resume & Cover Letters
-
Salary Negotiation
-
Work Life Balance
Simple body text this will replace with orginal content