Learner Experience Facilitator (Based in India)

Job Description

Job Description Life at Agoda All Teams Content Corporate Strategy Customer Experience Design Finance Global Affairs Homes Key Accounts Legal Marketing People Product Strategic Partnerships Students Supply Technology All Locations Bali Bangalore Bangkok Barcelona Beijing Berlin Budapest Busan Cairo Cancun Cebu Chiang Mai Colombo Dubai Fukuoka Guangzhou Gurugram Ho Chi Minh City Hong Kong Istanbul Jakarta Jeddah Kathmandu Kuala Lumpur Las Vegas London Los Angeles Male Manila Mumbai New York City Okinawa Osaka Penang Phuket Pune Sapporo Seoul Shanghai Siem Reap Singapore Sydney Taipei Tokyo Toronto Vientiane Yangon Yokohama Learner Experience Facilitator (Based in India) Apply Now Gurugram, India 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. 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. LD 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 center/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 LD 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 Equal Opportunity Employer We will 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.