Head of Command Center– Customer Experience Group (based in Bangkok, Thailand)

at Agoda

Bangkok, Thailand

Agoda.com is a leading Asia-based, online travel accommodation company specializing in securing the best accommodations at the lowest prices for global travelers. Agoda.com is part of Booking Holdings (Nasdaq:BKNG). Our network includes more than 2,000,000 accommodations worldwide. The multinational staff of more than 5,000 professionals, located throughout the world, provides a first-rate customer service experience in 45 languages combining local knowledge and local connections to provide the best deals to both business and leisure travelers.

Role Overview:

The Head of Command Center 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.
  • Assists Global WFM Manager by providing support or facilitating administrative help for data, reports, etc., 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.

Location: Bangkok, Thailand

**We support relocation package to Bangkok, Thailand and this is not a remote position. **

#sanfrancisco #sanjose #losangeles #sandiego #oakland #denver #miami #orlando #atlanta #chicago #detroit #newyork #portland #philadelphia
#dallas #houston #austin #seattle #washdc #sydney #melbourne #perth #vienna #minsk #brussels #saopaolo #toronto #vancouver #montreal #shanghai #beijing #shenzhen #prague #copenhagen #cairo #alexandria #giza #estonia #helsinki #paris #nice #berlin #munich #hamburg #stuttgart #budapest #newdelhi #dublin #milan #rome #naples #turin #palermo #venice #bologna #florence #kualalumpur #amsterdam #oslo #manila #warsaw #krakow #sintra #bucharest #moscow #singapore #capetown #johannesburg #barcelona #madrid #taipei #taichung #kaohsiung #bangkok #dubai #abudhabi #london #manchester #liverpool #hcmc #hanoi #saintpetersburg #kiev #vilnius #istanbul #ankara #izmir #lisbon #edinburgh #ANLS #4 #LI-JG1

Apply for this Job

* Required