Help determine and define call center operational strategies by conducting needs assessments and business reviews Understanding contact center metrics and applying the given technology to optimize the work-force is essential Assist in defining user requirements, focusing on efficiency and effectiveness Bring a wealth of knowledge to the Team, focusing on sharing, guiding, building up Team members, by increasing competencies and identifying best practices Work closely with Work Force Management (WFM) to ensure staffing/roster levels support business targets Help to define “quality” and assist in establishing a learning environment based on collaboration, feedback and data Drive a resolution-focused environment aimed at delighting the customer Ensure Teams are motivated, engaged, empowered and are informed Assist in developing a human resource strategy by working with Learning & Development (Training), Employee Satisfaction Teams (ESat) & Talent Management (Recruitment) Build a culture which includes performance reviews, coaching, counseling and disciplining employees Prepare call center performance reports by collecting, analyzing and summarizing data and trends Work closely with a global network of professionals all focused on managing the Agoda brand Be unafraid to ask for help, be willing to fail-fast and willing to take a risk when the need arises Help combat employee attrition by understanding and recognizing team needs Host productive team meetings engaging all levels of the unit Build a culture which includes Rewards & Recognition Ensure a safe, friendly working environment Ensure company compliance initiatives are in place and monitorable, both at the local and international level Embrace the Agoda Mission

Kuala Lumpur