About AgodaAgoda is an online travel booking platform for accommodations, flights, and more. We build and deploy cutting-edge technology that connects travelers with aglobal network of 4.7M hotels and holiday properties worldwide, plus flights, activities, and more. Based in Asia and part of Booking Holdings, our 7,100+ employees representing 95+ nationalities in 27 markets 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

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 aglobal network of 4.7M hotels and holiday properties worldwide, plus flights, activities, and more. Based in Asia and part of Booking Holdings, our 7,100+ employees representing 95+ nationalities in 27 markets 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

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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

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 ourprivacy 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.