Get To Know Our Team:

The People Team is a purveyor of opportunity, searching the globe for the most talented individuals and offering them an open, collaborative workplace. By prioritizing skill and potential, we have cultivated a powerful assembly of professionals through our drive for equal opportunity and diversity. We make the move to Agoda a breeze with assisted onboarding programs, and we continue to support and enrich our thousands of Agoda employees through individual growth with outstanding learning programs and various means of assistance. Our development of incredible benefits has ensured everyone can stay strong, healthy, and happy during their time at Agoda. Leading ambitious changes and making a positive impact in the lives of our employees, the People Team is a crucial and rewarding part of the Agoda family. 

The Opportunity:

We are looking for an Associate Talent Acquisition Partner who will help us strategically yet grow our world-class team in India and other countries across the globe. You should be passionate about recruiting first-rate talents that will add value to the business. Partnering with senior management, you will be critical to creating a seamless recruiting process to help Agoda scale our business globally.

What You’ll Do:

• Partner with hiring managers to understand their business objectives and hiring needs. Develop the recruitment strategy and ways to build a talent pipeline accordingly.
• Own the full-cycle recruitment process ensuring a seamless, uniform, and positive candidate experience.
• Build your network with high-potential talents to ensure that the business has access to the best talent in the market, working comfortably on a global level.
• Engage in creative talent mapping efforts for the purposes of building our candidate pipeline as well as to provide market intelligence to the business.

Required Qualifications:

• Passion for recruitment and delivering great candidate experience
• 3+ years of end-to-end recruiting experience in a fast-growing product or tech company
• Hands on exp managing high volume hiring targets in stipulated timeframe
• Excellent communication and listening skills
• Ability to influence and partner with senior leadership across the company using a data driven approach
• Experience closing candidates at all levels from early career to mid-senior roles and negotiating complex compensation packages
• Data oriented approach to problem solving and ability to work with different tools such as LinkedIn Recruiter, Job Boards, Greenhouse, MS Office Suite
• Excellent presentation and project management skills, with proven ability to take initiative and build strong, productive relationships
• Ability to be proactive, identify areas of improvement, and drive process improvement initiatives 

Get to Know our Team:  

Agoda’s Customer Support Team understands that travel can be an everchanging environment. That is why we provide in-person, real-time help around the clock and in 38 languages. No matter the issue, we present the best of Agoda’s values to each customer with multiple support channels and a strong desire to serve. Certainly, doing more than answering phone calls or replying to emails, our specialists actively look for ways to improve our customer’s experience. We quickly adapt to challenges by collaborating with other teams and experimenting on everything we can. This has allowed us to develop new and effective products that produce meaningful results and continue to drive Agoda’s business performance. Our Customer Support Team serves a daily role in contributing to a core strength and service of Agoda with a clear vision and a focus on efficient and satisfying customer support.  

Are you a dynamic leader with a knack for driving success in a multicultural environment?

This role is responsible for leading the customer service teams supporting English Languages as they provide support to customers across voice, email, chat, and back-office activities.

The Manager of Customer Experience Group provides vision, leadership, and guidance to each team leader and associates in the key operating areas through performance and goal setting. Effectively communicates with team, developing a climate in which information is shared openly. Clearly defines team goals and expectations. Develops tactical plans to reach these goals. This role requires a high level of personal and professional skills associated with running global operations teams. First and foremost, this is a people leader role and enabling local teams to be successful is core to the role. In addition to being a brilliant people leader and communicator, the ideal candidate will bring a vision, a sense of curiosity, a passion for travel, keen analytical skills, a tech-centric mindset, and a willingness to lead by example.  

This position will report to the Head of Customer Service Delivery: English and is open to applicants based in India only.

What You'll Do: 

• Identifies operational issues affecting the team and credibly explains this with the use of relevant data to customer service leaders along with recommendations that consider overall business impact (such as cost, service levels, team engagement)   

• Understands key drivers of SLA performance and recommends structural adjustments to customer service leaders and enablement teams to ensure team resources are optimally utilized   

• Understand call routing strategies, good understanding of metrics used to evaluate call center performance, familiar with principles of workforce management (understanding how to ensure sufficient workforce availability and levers to influence workforce availability), basic process improvement 

• Takes ownership to understand how changes outside the team (g., new suppliers, changes to SOP, new product lines) will impact team and prepares team well for this through combination of large group meetings and effective 1-on-1 coaching  

• Understands the key drivers of customer satisfaction & dissatisfaction and works with customer service leaders to address customer dissatisfaction and implement self-healing processes where possible  

• Regularly review customer feedback and QA insights to help educate teams about Agoda products and services as well as identify customer handling improvement opportunities  

• Invests energy to inspire, coach, mentor, and develop emerging customer service leaders so we develop individuals as well as organizational resilience   

• Raises the bar on talent through serving as faculty in internal learning programs, or helping inform development of new L&D programs, or helping to attract credible external talent  

• Creates a positive team culture, employee engagement where teams understand and live Agoda values, particularly around taking ownership and striving to be their best   

• Ensures teams “get the right results, the right way”; goes beyond numerical team SLA achievement to build an ethical team culture 

What You'll Bring: 

• A minimum of 10 years of work experience, with at least 3 years in a senior role managing operational responsibilities (contact center, vendor management at scale, etc.). 

• Excellent problem-solving capabilities, with a knack for identifying process improvement opportunities using a data-driven approach. 

• The ability to successfully lead or support multiple initiatives concurrently. 

• A proven track record of leading change. 

• Persuasive skills to convince senior leaders. 

• A fast-paced approach to problem-solving and decision-making. 

• The ability to foster a culture of personal development through coaching and partnership with L&D, engagement, and continuous improvement. 

• Excellent verbal and written communication skills in English. Excellent personal and interpersonal skills to lead the team and partner effectively with other departments. 

• E-commerce or travel industry experience is a plus. 

• Strong background in multi-channel Contact Center / BPO operations: demonstrated experience in scaling leadership roles  

• Knowledge of PC applications / tech savvy 

• Must be an assertive team player with high energy to work in fast-paced environment 

• Ability to work with very minimal guidance or supervision in a time critical environment. 

• Strong time management skill. 

• Must have a strong track record of evaluating, analyzing, implementing, leading, and monitoring effective and efficient processes to proactively improve center efficiency and staff performance. 

In addition, it will be great if you have: 

• Certifications in Project Management – such as PMP, Six Sigma, COPC, or equivalent credentials 

• Travel Industry Expertise – experience within the travel sector, especially with Online Travel platforms or services 

• New Country Expansion & Process Migration – proven experience in launching operations in new countries or leading complex process migrations is a strong advantage 

• Team Building Experience – demonstrated success in growing, structuring, and managing high-performance teams 

• Passion for the Travel Industry – a genuine enthusiasm for travel that fuels both personal and professional growth 

About Agoda   

Agoda is an online travel booking platform for accommodation, flights, and more. We build and deploy cutting edge technology that connects travelers with more than 2.5 million accommodations globally. Based in Asia and part of Booking Holdings, our 4,000+ talents coming from 90+ different nationalities foster a work environment rich in diversity, creativity, and collaboration. We innovate through a culture of experimentation and ownership, enabling our customers to experience the world.    

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:  

We are looking for a WFM Senior Planner - Forecasting to support our growing CEG team. You will help manage workforce planning & forecasting , ensure strategic goals are met through forecast modeling, collaborative planning, and effective communication with various teams within CEG and other departments.  

You also need to have good story telling abilities to be able to explain and drive conversations with senior leaders within CEG.  

ACTIVITIES PERFORMED ON THE JOB:  

• Lead Planning and forecasting for one product in CEG which could include HC Forecast, Attrition forecast, BPO forecast, etc. 

• Develop forecasting models to predict voice contact volume and key call statistics, email volume, chat/messaging, and future additional channels.  

• Analyze contact volume, handle time data from multiple point of views to understand and explain the potential gaps and next steps. (SQL expertise may be needed) 

• Communicate proactive adjustments to the workforce plan based on changing/dynamic forecasts and re-forecast when necessary.  

• Work with Analytics team to drive dashboarding, gap analysis, etc. to ensure WFM dashboards are always error free. 

• Collaborate with other departments, team managers, and operations leaders to identify opportunities for improvement of resource utilization.  

• Communicate and recommend actions related to forecasting and resource planning to CEG leadership team.  

• Collaboration with wider WFM team and WFM Leadership team by providing input on decisions or updates and be open and constructive about what is not working well and how the group can improve.  

EXPECTATIONS - BEHAVIORS AND VALUES  

 COMPETENCIES REQUIRED  

 It’s Great If You Have:  

• Strong Excel and SQL skills.  

• Experience in Python or R is good to have.  

• Understanding of data visualization tools like Tableau.  

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

About Agoda  

Agoda is an online travel booking platform for accommodation, flights, and more. We build and deploy cutting edge technology that connects travelers with more than 2.5 million accommodations globally. Based in Asia and part of Booking Holdings, our 4,000+ talents coming from 90+ different nationalities foster a work environment rich in diversity, creativity, and collaboration. We innovate through a culture of experimentation and ownership, enabling our customers to experience the world.   

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 in 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: 

We are looking for a WFM Senior Associate Manager to support our growing CEG team. You will help manage the long-term forecasting, ensure strategic goals are met through forecast modeling, collaborative planning, and effective communication with various teams within CEG and other departments.

You also need to have good story telling abilities to be able to explain and drive conversations with senior leaders within CEG. 

ACTIVITIES PERFORMED ON THE JOB: 

• Lead Planning and forecasting for one or more products in CEG and manage end-to-end interactions with Senior leadership, Operations, Finance, etc. 

• Lead/participate in workforce management-related projects with various teams within and outside CEG. 

• Develop forecasting models to predict voice contact volume and key call statistics, email volume, chat/Messaging, and future additional channels.

• Review & communicate necessary real-time and proactive adjustments to the workforce plan based on changing/dynamic forecasts and re-forecast when necessary. 

• Collaborate with other departments, team managers, and operations leaders to identify opportunities for improvement of resource utilization. 

• Communicate and recommend actions related to forecasting and resource planning to CEG leadership team.  

• Collaboration with wider WFM team and WFM Leadership team by providing input on decisions or updates and be open and constructive about what is not working well and how the group can improve. 

EXPECTATIONS - BEHAVIORS AND VALUES 

COMPETENCIES REQUIRED 

It’s Great If You Have: 

• Strong Excel skills and beginner SQL skills. 

• Experience in Python or R is good to have. 

• Understanding of data visualization tools like Tableau. 

We welcome both local and international applications for this role.

New hires will be based in Kuala Lumpur, Pune or Gurgaon Only. Full visa sponsorship and relocation assistance available.