This is a perfect opportunity for experienced training professionals looking for the latest full-time jobs in Pune and nearby, Maharashtra. This opening for a Learner Experience Facilitator at Agoda is ideal for individuals with a background in contact center training and a deep understanding of the airline or OTA industry.
Job Summary
Agoda, a global leader in online travel, is hiring a Learner Experience Facilitator for its Customer Experience Group (CEG) in Pune. This is a specialized training and development role where you will be responsible for delivering high-quality and effective learning experiences for Agoda's customer service agents. Your primary goal is to enable high performance and growth among the agents, directly impacting the quality of customer care.
As a Facilitator, you will manage the entire New Hire Onboarding (NHO) process, from classroom training to on-the-job coaching. You will also deliver continuous learning programs to existing staff. This is a fantastic role for a skilled trainer who is passionate about adult learning and wants to work in a fast-paced, data-driven, and global environment.
What Will You Be Responsible For?
- New Hire Onboarding (NHO): Take complete ownership of new hire training batches, including facilitating in-person and remote sessions, providing coaching during on-the-job training (OJT), and motivating new agents.
- Continuous Learning: Facilitate all ongoing training programs for existing agents, covering everything from global product rollouts to specific skills development.
- Training Quality & Effectiveness: Ensure all training is delivered to a high standard, making learning experiences engaging and effective for adult learners.
- Performance Analysis: Analyze the performance of new hire batches, prepare reports, and collaborate with team managers to identify areas for improvement.
- Stakeholder Collaboration: Partner with various stakeholders to improve the overall onboarding experience and ensure training is aligned with key business priorities.
Who is the Ideal Candidate?
- Industry Experience: Experience in a contact center or customer service environment is required. -
- Mandatory Skill: Experience with GDS (Global Distribution System) used in the airline industry is highly preferred. Experience in the OTA (Online Travel Agency) sector is required.
- Training Background: A strong understanding of adult learning theories and a genuine interest in training facilitation and agent performance.
- Key Skills:
- Excellent written and verbal communication skills in English.
- Strong analytical skills with the ability to make data-driven decisions.
- Great at building relationships with stakeholders and working collaboratively.
Frequently Asked Questions (FAQ)
Q1: What is a Learner Experience Facilitator?
A1: This is a modern term for a Corporate Trainer. The main role is to facilitate (conduct) training sessions for new and existing customer service agents, focusing on making the learning process effective and engaging to improve their performance.
Q2: What does GDS/OTA mean?
A2: GDS stands for Global Distribution System (like Amadeus, Sabre), which is a network used by travel agents to book flights and hotels. OTA stands for Online Travel Agency (like Agoda, MakeMyTrip). Experience in one of these is a key requirement for this role.
Q3: Who is Agoda?
A3: Agoda is a major global online travel booking platform for hotels, flights, and other travel activities. It is part of Booking Holdings, which also owns other famous brands like Booking.com and Kayak.
Q4: Is this a remote job?
A4: The job is listed as "Based in Pune," which indicates it is a full-time, on-site position at their Pune office.
Q5: Is this a BPO job?
A5: This is a training and development role within Agoda's own large, global customer service organization (called CEG). While it is in a call center environment, the role itself is that of a corporate trainer, not a customer service agent.
📄 Official Notification / Apply Link: https://careersatagoda.com/job/7196283-learner-experience-facilitator-based-in-pune/