Real Time Analyst / Traffic Controller Analyst Supervisor | Based in Bangkok

Agoda is founded in 2005 and has become one of the world’s largest online travel platforms.
 
Agoda has a network of almost 2 million accommodation options worldwide, offering the best prices in 38 different languages. We are transforming travel for millions of customers across the globe.
 
In Agoda family, we have over 5,000 professionals from 70+ nationalities. In every department – from engineering to customer experience – we provide an environment rich in creativity, collaboration, experimentation, and the tools to work faster and smarter.  At Agoda, we believe our people are our strength. We work hard and have fun, and we choose people who are dedicated to making things great.

The RTA Supervisor is responsible, but not limited, to the following:

  • Manage the RTAs who are responsible for:
    • Call flow real time monitoring through Verint/Genesys Pulse
    • Intra-day call and work volume monitoring as compared to forecast.
    • Real time activities monitoring related to staffing – Is involved in making appropriate recommendations and adjustments to leverage, skill changes, post OT, or escalate as required.
    • Monitor and review service level reports to scan for issues and anomalies and reports perceived concerns to Team Manager and/or client. (According to established escalation process)
    • Required data tracked and trended on a continuous basis. (Service Level, Attendance…)
    • Interfaces with Tech team as needed for escalation of service-impacting issues.
    • Handles special conditions within the framework of an Emergency Action Plan (i.e. Fire, Power failures, etc.).
    • Analyzes real-time schedule efficiency measurements as well as key indicators such as service level, for continuous improvement
    • Enter exception codes to maintain accurate real-time monitoring data.
    • Deviations are investigated and that all exceptions are entered.
      Additional Responsibilities:
  • Assists Global WFM Manager by providing support or facilitating administrative help for data, reports, etc., as required.
  • Other responsibilities as assigned by Global WFM Manager as required.
  • Manage the development of the RTAs

 

We welcome both local and international applications for this role. Full visa sponsorship and relocation assistance available.

 

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