About Agoda
Agoda is an online travel booking platform for accommodations, flights, and more. We build and deploy cutting-edge technology that connects travelers with more than 3.6 million accommodations globally. Based in Asia and part of Booking Holdings, our 6,000+ employees representing 90+ nationalities foster a work environment rich in diversity, creativity, and collaboration. We innovate through a culture of experimentation and ownership, enhancing the ability for our customers to experience the world.
Our Purpose - Bridging the World Through Travel
We believe travel allows people to enjoy, learn and experience more of the amazing world we live in. It brings individuals and cultures closer together, fostering empathy, understanding and happiness.
We are a skillful, driven and diverse team from across the globe, united by a passion to make an impact. Harnessing our innovative technologies and strong partnerships, we aim to make travel easy and rewarding for everyone.
PURPOSE OF THE ROLE
The Verint Principal, WFM, is a senior role, responsible for leading the design, implementation, and optimization of Verint systems to enhance the efficiency and effectiveness of Agoda’s contact center operations. This role requires a deep understanding of Verint solutions, contact center operations, and workforce management processes and the ability to architect and deliver Verint tooling solutions, to support our Contact Centre’s objectives and key deliverables.
Success in this role requires a strategic mindset, exceptional analytical skills, strong ability to delivery results, and the ability to effectively communicate and collaborate with stakeholders at all levels of the organization. The role holder must be adept at navigating complex challenges, fostering a culture of continuous improvement, and driving results that contribute to the organization's success.
ACTIVITIES PERFORMED ON THE JOB
EXPECTATIONS - BEHAVIORS AND VALUES
Behavior
Definition
Strategic Roadmap and Planning
Innovation / Improvement
Business Partnering / Stakeholder Management
Delivery / Execution
COMPETENCIES REQUIRED
Analytical Ability & Problem Solving
Can visualize, articulate, conceptualize, or solve both complex and uncomplicated problems using the data available.
Decision making ability
Set a course of action purposely chosen from different alternatives to achieve company objectives.
Effective communication (Verbal and written)
Delivers, receives, and interprets ideas and information, presents information appropriately to a diverse range of audiences, and influences partner decisions Excel/Power Point Skills
Flexibility and Agility
Can adjust behavior to new information and changing circumstances. Be open to new ways of doing things and always experiment with new methods. Works effectively in a dynamic environment.
Listening and influencing
Practices attentive and active listening. Can influence strategies that persuade key stakeholders to take action that will promote shared interests and business goals.
Process Improvement
Organize, evaluate, plan, and implement improvements in our internal and external processes and practices. Actively work on creating better processes once changes take place.
Reporting
Be able to confidently give a written account of business metrics, projects and team performance based on data, observations, or investigations.
Result driven
Driving high standards to accomplish challenging goals. Works hard to achieve them.
Time / workload management & prioritization
Creating a work environment where tasks and responsibilities are accomplished successfully within the time available.
People training
Identify training needs, create, and develop trainings to help team member’s specific knowledge or skill to improve performance in their current roles.
Presentation
Clearly conveys information and ideas through a variety of media to individuals or groups in a manner that engages the audience and helps them understand and retain the message.
Team level KPI management
Create and execute a team KPI plan designed to help achieve and evaluate the success in reaching the company goals.
NICE TO HAVE:
QUALIFICATIONS, EXPERIENCE AND TRAININGS REQUIRED
Qualifications
Experience
Minimum of 5 years of experience in Verint system engineering or a similar role.
Equal Opportunity Employer
At Agoda, we pride ourselves on being a company represented by people of all different backgrounds and orientations. We prioritize attracting diverse talent and cultivating an inclusive environment that encourages collaboration and innovation. Employment at Agoda is based solely on a person’s merit and qualifications. We are committed to providing equal employment opportunity regardless of sex, age, race, color, national origin, religion, marital status, pregnancy, sexual orientation, gender identity, disability, citizenship, veteran or military status, and other legally protected characteristics.
We will keep your application on file so that we can consider you for future vacancies and you can always ask to have your details removed from the file. For more details please read our privacy policy.
To all recruitment agencies: Agoda does not accept third party resumes. Please do not send resumes to our jobs alias, Agoda employees or any other organization location. Agoda is not responsible for any fees related to unsolicited resumes.