北京招聘

职位描述：
Purpose / Mission
Are you passionate about travel and about people? Do you enjoy interacting with people as well as utilizing technology?
We are looking for a talented, energetic, results-oriented person who loves working in a fast-paced, multinational environment. As a Chinese Contact Center Training Team Leader, you will support both determined business objectives (KPIs) as well as employee career development through learning programs tailored for our worldwide contact centers network.
In this position, you will work closely with the operations management team and liaise with the relevant agoda departments to ensure that our global operations personnel reflect consistent standards of product knowledge, communication skills as well as the self motivation to provide outstanding service.
The position requires you to provide extensive training, coaching, share best people management practices and contribute with ideas for continuous organizational development.

Roles & Responsibilities
Identification of Training Needs
To work with China Operations Management & the Chinese learning & development (training) specialists to identify training needs across the contact center in order to ensure CN SLAs are met
Provide leadership and direction to the CN L & D team regarding the operational support roadmaps, adequate methodology and learning strategies to ensure learning & operational KPIs are met
Monitor Chinese team learning activities, training delivery, feedback surveys and performance reports to ensure consistency and meeting learning objectives
Support, coach, mentor the team in reaching their KPIs, their objectives and professional growth
Design and deliver specific training required. The jobholder will be required to deliver core training modules including sales skills, customer service, systems training, leadership training tailored to the Chinese markets needs
To work closely with Chinese Operational management to ensure that our Chinese customer support specialists reflect consistent high standards of product knowledge and interpersonal skills for both internal and external communications
Actively research and work with our Tech and CN Operations teams to identify new ways of supporting the business and processes optimisation
Training Design & Delivery
To design and deliver ongoing training programs (including e-learning platforms) to enhance, correct or bridge skills gaps
To carry out on the job one-to-one coaching sessions with both customer support specialists, trainers & team leaders to meet specific training and development needs as necessary
To help create & maintain a learning environment in our contact centers
To create and execute remote learning programs for all our locations
To help create and continuously upskill training platforms
Evaluation & Assessment
To evaluate all training carried out to ensure that the areas of learning developed during the training have been transferred back to the workplace, and that the training has been relevant, informative and effective.
Track, analyse & report the success of the training programs
Updates own job knowledge by studying industry best practice & participating in training activities
To support the work done through training courses by providing one-to-one coaching, as and when required. This would also assist in the identification of training needs.

Required skills
Knowledge of China travel industry and or experience in working with / in China
Knowledge of Contact Center Training & QA methodologies / BPO
Minimum of 5 years of experience as a trainer or experience of being involved with training in a Supervisor / Team Leader role.
Bachelor Degree
Chinese native (Mandarin & Cantonese speaker)
Proven experience and knowledge in effective training, coaching and people management practices
Excellent verbal and written communication skills
Ability to lead change with positive and proven results
Excellent listening skills, critical-thinker with attention to detail.
Work hours flexibility (able to work in shifts occasionally)
Able to travel
Able to operate Microsoft applications

Good to know

? Trainer certification
? Knowledge of e-learning.
? Strong time management skill
? Quick learner
? Ability to work with very minimal guidance or supervision in a time critical environment.

What we offer
Competitive salary
Career opportunity regarding moves within Travel Operations teams and global locations as well as other departments within the company
Possibility for continuous learning & development through corporate training programs (Harvard Mentor)
Possibility to work in different locations
Modern working environment in the heart of the city

Please send your resume to Machar.smith@agoda.com 举报 分享

Agoda.com is a leading Asia-based, online travel accommodation company that specializes in securing the best accommodations at the lowest prices for travelers. Agoda.com is part of Booking Holdings, Inc. (Nasdaq:BKNG). Agoda.com’s network includes more than 1,000,000 accommodations worldwide. The multinational staff of nearly 4,000 professionals, located throughout the world, provides a first-rate reservation service in 45 languages that uniquely combines local knowledge and local connections to provide the best deals to both business and leisure travelers.

Website: https://careersatagoda.com/