Learner Experience Facilitator - Pune Based

Get to Know our Team: 

The Customer Experience Group of Agoda effectively serves our customers and partners to ensure satisfying results. This great task is accomplished with the support of our Global Service Vertical team. We serve as the backbone for Customer Experience Group’s global operations. Our team is comprised of project managers, process owners, analysts, and talent management. Together we work nonstop to improve the quality and efficiency of our customer and partner support processes. Working with the Global Service Vertical team is a great opportunity to collaborate with various stakeholders and develop initiatives with our sister companies and external partners all over the world. We are a very data-driven environment, eager to move fast and learn through experimentation. A clear focus on supporting our customers and partners is bolstered by a strong, entrepreneurial culture that enriches us and Agoda’s business performance.

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. 

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

This role sits within the LX 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 of 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).

Success in the role will initially be measured by on-time and quality delivery of action items related to the above.

What you'll Need to Succeed:

• Ideally contact centre/customer service experience
• Adult learning theory comprehension
• Has 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 in 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
• Is a team player and collaborative, supports colleagues and team members to achieve common goals.
• Positive, can-do attitude