The Opportunity:

Agoda's Customer Experience Group (CEG) is a 5000+ strong, global organization across nine countries and four continents. As CEG continues its dynamic growth, the demand for strategic learning and development practices has increased to foster agent performance, operational efficiency, and quality customer support at scale.

The L&D team’s mission is to empower agent excellence and growth, aligning with business priorities and objectives. This role is positioned within the LX team, which is responsible for designing and driving high-quality, impactful learning experiences through skilled facilitation, innovation, and continuous enhancement.

In this role, you will be responsible for:

Strategic New Hire Onboarding (NHO) Leadership

• Oversee NHO Program Execution: Facilitate and lead New Hire Onboarding (NHO) programs for both in-person and remote/hybrid formats, ensuring quality and consistency.
• Performance Coaching & Feedback: Provide impactful coaching and constructive feedback for agents during On-the-Job Training (OJT) and Nesting phases.
• New Hire Engagement: Actively engage and motivate new hires to accelerate their integration and effectiveness.
• Performance Analytics and Reporting: Conduct thorough wave analysis, reporting key metrics and insights to stakeholders, focusing on OJT and Nesting performance.
• Stakeholder Collaboration: Partner with team managers (TMs) to enhance onboarding outcomes and drive continuous improvement in new hire experiences.
• Alignment with Business Priorities: Stay informed on key business priorities and incorporate relevant messaging and focus areas into NHO.

Advanced Continuous Learning (CL) Facilitation

• Deliver Comprehensive Learning Sessions: Facilitate advanced learning experiences, from global program rollouts to targeted skill development.
• Support Train-the-Trainer (TTT) Initiatives: Lead and support TTT sessions, including BPO or partner onboarding, as needed.
• Feedback & Innovation: Provide insights and suggestions for improving CL delivery and effectiveness, promoting continuous advancement.

Knowledge and Process Expertise

• Stay Current with Policy/Procedural Changes: Engage in product and procedural refreshers to remain aligned with updated practices, ensuring training remains relevant and accurate.

Success in this role will be measured by effective execution of the above, with a focus on high-quality outcomes and impactful stakeholder collaboration.

What You’ll Need to Succeed:

• Extensive Contact Center/Customer Service Experience: Proven background in a fast-paced, customer-centric environment.
• Advanced Knowledge of Adult Learning Theory: Deep understanding of how adults learn and the ability to apply theory to practical facilitation and coaching.
• Passion for Enabling Performance: A strong desire to drive agent success through learning activities, with a focus on skill and behavioral development.
• Exceptional Stakeholder Management Skills: Ability to foster strong relationships with stakeholders across the organization.
• Analytical and Data-Driven Decision-Making: Competence in data analysis and comfort with numbers to inform strategic decisions.
• Fluent English Communication: Excellent verbal and written communication skills in English; proficiency in additional languages is a plus.
• Learning Technology Proficiency: Knowledge of relevant learning infrastructure and technology solutions, including best practices for maintenance and optimization.
• Collaborative Team Player: Commitment to supporting colleagues and contributing to team success.
• Positive and Adaptable: A can-do attitude with the flexibility to adapt to changing priorities; a sense of humor is essential!

This role is on-site and based in Gurgaon, India and not open for remote-work.